Configuring work targets

A work target (WT) is a record used to track the response or resolution times for a particular ticket. When a ticket is created in a workspace that is linked to a service portfolio, and the field values match an Activate SLM type business rule defined in your environment, the rule is triggered and searches for a matching service level target (SLT). Built-in fields (such as Created By) are not used for matching.

The relevant information in the SLT is used to generate the WT which is linked automatically to both the SLT and the originating ticket. Calculated values from the SLT are included in the WT; for example, deadlines for response and resolution. When the WT is completed, the linked records are also updated.

You can create multiple Work Target items in each service portfolio that you create. For example, you might create one for each level of support with the appropriate response and resolution requirements.

Work targets not deleted automatically

If you created a workspace and its related service portfolio manually (not using the Business Process templates) and linked them to activate service level management, WTs are not deleted automatically when the related tickets are deleted. To delete WTs automatically in this case, create a business rule to delete them.

Related topics

Creating work targets

Editing work targets

Deleting work targets

Configuring service portfolios

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Comments

  1. Jean Ad

    Hi,

    I didn't find any information on how 'Trigger Date' works and what is the difference between 'Create Date' and 'Update Date'.

    And some examples please

    Apr 05, 2017 07:05
    1. Deval Faldu

      Hello Jean,

      Thank you for your comment. We will update the content based on inputs from the team.

      Warm Regards,
      Deval

      Apr 25, 2017 01:06
  2. Pallavi Tayde

    Hello Jean,

    We've updated information based on the inputs we received from our development team. Please refer to the Field descriptions table in the topic Creating service level target definitions. Thank you.

    Regards,

    Pallavi

     

    Aug 03, 2017 01:55
  3. Jean Ad

    Thank you!

    Aug 03, 2017 03:20
  4. Pallavi Tayde

    Hello Jean,

    I am closing this comment thread. Whenever you have any other inputs or queries regarding the product or documentation, please let us know. Thank you.

    Regards,

    Pallavi

    Aug 03, 2017 04:34