Creating service level target definitions

You can create service level targets (SLTs) for managing ticket processing against service contract requirements. For best performance, you should create separate records for response and resolutions with information about the acceptable times for each (as specified in the related contract).

The following topics are provided:

Field descriptions

The following fields are built-in.

Field name

Description

Based on Schedule

The work schedule that should be used in the target date calculation for a work target. Target Dates are calculated using values from the following fields:

  • Created On/Updated On (depending on the Trigger Date value)
  • Target Value (taking into account the Target Unit value)
  • Based on Schedule field (schedule gaps)
  • On Hold Time (in milliseconds, the recalculation based the On Exit time from the On Hold state)

Fulfillment Threshold (%)

A goal set by the creator of the SLT for how much percentage of resolution of the tickets that match the SLT is considered acceptable for the target to be met. This value is used in reports.
For example, the target is to resolve an issue in three days. If the Fulfillment Threshold is 80%, the goal is that 80% of the tickets that match the SLT get resolved in three days or fewer. 

Name

The name of the SLT as it will appear in the interface.

Notification Threshold (%)

The percentage of elapsed time between the Trigger Date and the Target Date that represents the point at which notifications should be sent. This value may be used in rules.

Target Type

Identifies whether this SLT is based on Resolution Time or Response Time.

Target Unit

Together with Target Type, the period of time applied for the SLT.
For example, if Target Value equals "2", Target Unit equals "Days", Trigger Date equals "Create Date", and Target Type equals "Resolution Time", then, for the ticket related to the work target created for this SLT, agents should resolve the reported issue within 2 days of the ticket's Creation Date.

Target Value

Together with Target Type, the number of the selected time periods (Target Unit) can elapse before the SLT is breached. See the example in the Target Unit description.

Trigger Date

The starting point for all SLM calculations. The Trigger Date field is a built-in field that contains two predefined choices: 

  • Create Date: To calculate the Work Target due date based on the time when the ticket is created, select this option.
  • Update Date: To calculate the Work Target due date based on the time when the ticket is updated, select this option.

The default value for the Trigger Date field is Create Date. 

For example, two SLTs are created—SLT1 and SLT2, with the following conditions:

  • SLT1 has a Trigger Date equal to Create Date, a Priority equal to High and a Target Value equal to 5 minutes.
  • SLT2 has a Trigger Date equal to Update Date, a Priority equal to Medium and a Target Value equal to 5 minutes.
  • Two tickets are created without a Primary Assignee at 20:00hrs such that Ticket1 has a Priority equal to Medium and Ticket2 has a Priority equal to High.
  • Both tickets are updated with a primary assignee that matches the SLT Primary Assignee value at 20:02hrs.

Then, the Work Targets are created for both tickets with the following Target Date values:

  • For Ticket1 it is 20:07 hrs (time when the Work Target was created + Target Value from corresponding SLT2).
  • For Ticket2 it is 20:05 hrs (time when the ticket was created + Target Value from corresponding SLT1).

Prerequisites

Before you can define individual SLTs, you must define the "pending" statuses for your tickets. Pending statuses are excluded from SLT reports and any events that occur or time spent in a pending status can be excluded from Lifecycle Reporting. For instructions, see Lifecycle-status-definitions and Configuring-ticket-lifecycle-for-reporting.

To create a service level target definition

  1. Open the service portfolio where you want to add the SLT:
    1. Click the Administration tab.
    2. In the Service Portfolios section, click the name of the service portfolio or click Manage to open the Service Portfolio Administration page. Then double-click the service portfolio.
      The Service Portfolio Administration page appears.
  2. In the left pane, click Record Definitions.
    The Items page appears.
  3. Click New Item > Service Level Target.
    The SLT details page appears.
  4. Configure the details:
    1. In the left pane, click Fields.

    2. Modify the field settings as needed. Make sure to create any additional fields needed for matching this SLT with the related Ticket item (the item where the Activate SLM rule is configured).
      These additional fields should have the same names and values in both items. Values from these fields are copied to the work targets created when the Activate SLM rule is triggered.

      You must be careful when creating your field names because the SLM action will match the Ticket to the SLT on every field with the same name, whether the match was intentional or not. If new SLT fields are created that will not be used for matching, make sure the linked Ticket items do not already have a field with the same name.

    3. Work through the other sections of this SLT, using the instructions in the Related topics.

  5. Click Save.
  6. To implement your changes, in the breadcrumb trail, click the Service Portfolio link and then click Save and Publish.

Related topics

Editing-service-level-targets

Deleting-service-level-targets

Configuring-service-level-targets

Configuring-service-portfolios

Configuring-items

Configuring-fields

Configuring-forms

Configuring-workflow-processes

Configuring-business-rules

Creating-and-managing-Quick-Templates

Configuring-item-appearance (Visual Attributes)

 

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