Configuring SLM in a service portfolio

To configure SLM in a service portfolio, you must create relationships between the service portfolio and the workspaces and define the business rules for sending notifications about upcoming and initiated breaches of the service level targets (SLTs).

To configure SLM settings for a service portfolio

  1. Open the service portfolio where you want to configure SLM:
    1. Click the Administration tab.
    2. In the Service Portfolios section, click the service portfolio that you want to modify, or click Manage to open the Service Portfolio Administration page. Then double-click the service portfolio.
      The Service Portfolio details page appears 

  2. Create the relationships needed for this portfolio:
    1. In the left pane, click Relationships.
      The Create new Relationship page appears. 
    2. Click Add.
    3. In the Link Type field, select the relationship that you want to create such as Work Target/Service Level Target. 
    4. In the Items in this container section:
      1. In the Role field, select the item located in the service portfolio such as Work Target.
        The Container field is read-only. 
      2. In the Item field, select the appropriate item.
    5. In the Related item section:
      1. In the Role field, select the item located in the service portfolio such as Service Level Target.
      2. In the Container field, select the destination container. 
      3. In the Item field, select the appropriate item.
    6. Click Save.
  3. Add the Link Control to the Service Level Target item:

    1. In the left pane, click Items and double-click the Service Level Target item that you want to modify.
    2. Click Forms and double-click the appropriate form.
      For detailed instructions about working with forms, see Configuring forms.
    3. In the left pane, click Form Controls.
      1. Drag a Link Control on to the form.
      2. In the Link Type field, select Work Target/Service Level Target: Work Target.
      3. Add the columns that you want to appear on the form such as Target Date or Triggered Date.
      4. Click Save.
  4. Create the business rules to manage escalations:
    1. In the breadcrumb trail, click the Service Level Target link.
    2. In the left pane, click Business Rules.
    3. Click New Business Rule and select Escalate To Rule.
      For more information, see Defining time-based rules.
    4. In the Business Rule name field, enter a descriptive name for this rule.
    5. (Optional) In the Description field, enter a useful description.
    6. (Optional) In the Business Rule Schedule field, select a work schedule from those defined for your environment.
    7. In the Triggers section:
      1. Click Add New Trigger.
      2. In the Available Triggers field, select After Save.
      3. (Optional) Select On Create, On Update, or both.
      4. Click Create.
    8. In the Criteria section:
      1. Click Add New Condition.
      2. In the next field, select the condition that will trigger this rule.
      3. In the Condition field, select the appropriate value such as range.
        Depending on your selection, additional fields appear.  
      4. Select and enter values in the fields that appear.

      5. Click Create.
    9. In the Actions section:
      1. Click Add New Action.
      2. In the Action field, selected Send email to.
      3. In the Recipient field, select Service Level Target submitter.
      4. In the Email template field, do either of the following:
        • Select a custom template.
        • Create a new template by clicking Manage Templates to open the Template Manager page.
      5. In the Importance field, select an importance level such as Low, Normal, or High.
      6. Click Create.
    10. (Optional) To create additional business rules, repeat steps b through i.
  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.


When you update an SLT, the linked work targets are not updated. The Work Target/Service Level Target : Service Level Target link type is no longer supported for the On Linked Item Update trigger for Work Target business rules. If you configured a Work Target business rule previously using the On Linked Item Update trigger and Work Target/Service Level Target link type, the rule is not triggered.

Related topics

Configuring service portfolios

Configuring SLM in a workspace

Configuring service level management

Configuring relationships

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