Defining rules for SLM

You must create business rules for managing service level management (SLM) in both the service portfolio and in the associated workspace.

In the workspace, a business rule is required for each item that you want to interact with SLM.

In the service portfolio, at least one rule is required in the Work Target item that sends notifications, changes status, or both when the Elapsed Time % field value is greater than another field such as Notification Threshold %.

The link type Work Target/Service Level Target : Service Level Target is no longer supported for the On Linked Item Update trigger. When you create an After Save rule for a work target, ensure that it does not contain the Work Target/Service Level Target : Service Level Target link type for the On Linked Item Update trigger.

Related topics

Configuring service level management

Configuring SLM in a service portfolio

Configuring SLM in a workspace

Defining rules for sending SLM notifications