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:
The following fields are built-in.
|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:|
|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.
|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.|
The starting point for all SLM calculations. The Trigger Date field is a built-in field that contains two predefined choices:
The default value for the Trigger Date field is Create Date.
For example, two SLTs are created—SLT1 and SLT2, with the following conditions:
Then, the Work Targets are created for both tickets with the following Target Date values:
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
- Open the service portfolio where you want to add the SLT:
- Click the Administration tab.
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.
- In the left pane, click Record Definitions.
The Items page appears.
- Click New Item > Service Level Target.
The SLT details page appears.
- Configure the details:
- In the left pane, click Fields.
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.
Work through the other sections of this SLT, using the instructions in the Related topics.
- Click Save.
- To implement your changes, in the breadcrumb trail, click the Service Portfolio link and then click Save and Publish.
Configuring item appearance (Visual Attributes)