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
Open the service portfolio where you want to create a work target:
Click the Administration tab.
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.
- In the left pane, click Items.
- Click New Item and select Work Target.
The Item details page appears.
- Configure the details for this work target, working down through the sections displayed in the left pane.
For more information about these options, see:
- (Optional) To add a description for this work target, in the left pane, click Properties and in the Description field, type a useful description.
- Click Save.
Publish the service portfolio to implement your changes:
In the breadcrumb trail, click the Service Portfolio link.
Click Save and Publish.
A confirmation message appears.
The Publication Succeeded message appears, showing the number of errors and warnings.