Creating work targets

You can create multiple work target items in each of your service portfolios. When a ticket is created with a certain priority and other specific values that matches a business rule defined in your environment, the rule fires and searches for a matching Service Level Target (SLT).

Once a match is found, a work target record is created and linked to the ticket. Calculated values from the SLT, such as deadlines for response and resolution, are included in the work target.

Built-in fields such as Created By are not used for matching.

To create a work target

1. Open the service portfolio where you want to create a work target:

   1. Click the Administration tab.

   2. In the Service Portfolios section, click name of the service portfolio or click Manage to open the Service Portfolio Administration page. Then double-click the service portfolio.
      The Service Portfolio details page appears. 

   3. In the left pane, click Items.
2. Click New Item and select Work Target.
   The Item details page appears.
3. Configure the details for this work target, working down through the sections displayed in the left pane.
   For more information about these options, see:
   • Forms
   • Fields
   • Business Rules
   • Workflow Processes
   • Quick Templates
   • Visual Attributes
4. (Optional) To add a description for this work target, in the left pane, click Properties and in the Description field, type a useful description.
5. Click Save.

6. Publish the service portfolio to implement your changes:

   1. In the breadcrumb trail, click the Service Portfolio link.

   2. Click Save and Publish.
      A confirmation message appears.

   3. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings.

Related topics

Editing work targets

Deleting work targets

Configuring service portfolios

Configuring items