Note

 

This documentation supports the 20.15.01 version of BMC Remedyforce.

To view the latest version, select the version from the Product version menu.

Viewing service targets for a record

When you select a service, the SLAs that match the service and the account of the incident are applied to the incident. 

The following topics are provided:

To view service targets

  1. Click the Remedyforce Console tab.
  2. From the View menu, select the appropriate module, such as Incidents/Service Requests.
  3. From the list of records, click the record for which you want to view service targets.
  4. From the Agent Tools menu select Service Targets or click .

    Note

    If there are applicable service targets, this toolbar button is enabled only after you save the record and BMC Remedyforce creates the service target transactions for the record.

    In the Service Targets window, view the service target transactions of the current record. The Service Targets window displays the information for each service target transaction. For more information, see Columns in the Service Targets window.

  5. (Optional) To view updates to service target transactions for the current record. click the Refresh toolbar button.

Columns in the Service Targets window

In the Service Targets window, view the service target transactions of the current record. The Service Targets window displays the following information for each service target transaction.

Column

Description

Status

Displays an icon that indicates the status of the service target. The status can be: OK, Warning, Missed, Canceled, or Met. For more information, see States and statuses of service target transactions.

State

Displays the state of the service target. The state can be: Attached, In-Process, Pending, Canceled, or Completed. For more information, see States and statuses of service target transactions.

Clock

Displays the status of the clock of the service target. The clock conditions are defined in the Measurement tab of the service target. When a clock condition is met, the status of the Clock is updated. The clock of the service target can be: Not Started, Running, Paused, or Stopped. The Clock is in the Not Started condition when the Start Clock conditions of the service target have not been met, but the service target is applied to a record.

Target Type

Displays the type of the service target.

Time Remaining

Displays the amount of time remaining to complete the service target. It is the difference between the current date and the Target End Date. BMC Remedyforce uses the Support Hours of the service target to calculate this value. If the Support Hours are not defined for the service target, BMC Remedyforce uses the default business hours of the organization.

Target End Date

Displays the end date of the service target depending on the Support Hours of the service target. If the Support Hours are not defined for the service target, BMC Remedyforce uses the default business hours of the organization. If the Pause Clock conditions were met, the duration for which the clock was paused is added to Target End Date.

Agreement

Displays the name of the applicable agreement.

Target Title

Displays the title of the applicable service target.

Target Start Date

Displays the date and time when the status of the incident, service request, task, problem, or change request met the Start Clock conditions of the applied service target.

Elapsed Time

Displays the amount of time that is spent on completing the service target depending on the Support Hours of the service target. It is the difference between the Start Date and the current date. If the Pause Clock conditions were met, the duration for which the clock was paused is subtracted from the Elapsed Time. If the Support Hours are not defined for the service target, BMC Remedyforce uses the default business hours of the organization. If the Clock was in the Running status and the Pause Clock conditions were met, the duration for which the clock was paused is added to Elapsed Time when the clock starts again.

Note

To track the time that is spent on completing a service target, you can use the Elapsed Time field of the Incident Service Target object in reports. However, the Elapsed Time field value is saved in the database only when the service target is closed. For open service targets, the Elapsed Time field value is calculated and displayed in the Service Targets window but not saved in the database.

To track the total time for which staff members are actively working on an incident during your organization's business hours, you can use the Total Work Time field of the Incident object in reports. To start calculating the total work time spent on incidents, you must configure the appropriate status records as work status. For more information, see Creating status records.

States and statuses of service target transactions

The following table describes the states of service target transactions and the possible statuses of each state.

StateDescription of the stateStatusDescription of the statuses for each state
AttachedThe service target transaction is in the Attached state because the service target qualifies for the record, but the Start Clock conditions of the service target have not been met.

OK

The service target transaction has the status of OK because a Warning condition has not been met and the service target is not past the Target End Date.
In-processThe service target transaction is in the In-process state because the Start Clock conditions were met and the clock is running.

OK

The service target transaction has a status of OK because a Warning condition has not been met and the service target is not past the Target End Date.
In-processThe service target transaction is in the In-process state because the Start Clock conditions were met and the clock is running.

Warning

The service target transaction has a status of Warning because a Warning condition has been met. The service target transaction needs attention because there is a warning that time is running out for the service target and a service target breach needs to be avoided.
In-processThe service target transaction is in the In-process state because the Start Clock conditions were met and the clock is running.

Missed

The service target transaction has a status of Missed because there is no time remaining for the service target. The service target is past the Target End Date.
PendingThe service target transaction is in the Pending state because the Pause Clock conditions were met and the clock is paused.

OK

The service target transaction has a status of OK because a Warning condition has not been met and the service target is not past the Target End Date.
The service target transaction is in the Pending state because the Pause Clock conditions were met and the clock is paused.

Warning

The service target transaction has a status of Warning because a Warning condition has been met. The service target transaction needs attention because there is a warning that time is running out for the service target and a service target breach needs to be avoided.
The service target transaction is in the Pending state because the Pause Clock conditions were met and the clock is paused.

Missed

The service target transaction has a status of Missed because there is no time remaining for the service target. The service target is past the Target End Date.
Canceled

The service target transaction is in the Canceled state because of any of the following reasons:

  • Agreement or service target is inactive
  • Agreement or service target is deleted
  • The agreement or service target is no longer applicable because of changes to the agreement or service target
  • Incident, service request, task, problem, or change request is updated and the agreement or service target is no longer applicable
  • Incident, service request, task, problem, or change request is inactive

Canceled

The service target transaction has a status of Canceled because of any of the following reasons:

  • Agreement or service target is inactive
  • Agreement or service target is deleted
  • The agreement or service target is no longer applicable because of changes to the agreement or service target
  • Incident, service request, task, problem, or change request is updated and the agreement or service target is no longer applicable
  • Incident, service request, task, problem, or change request is inactive
Completed

The service target transaction for an incident, service request, task, problem, or change request is in the Completed state when the following conditions are met before Target End Date:

  • When the incident, service request, task, problem, or change request is closed.
  • When the Stop Clock conditions are met.

If the Target Type is Response Time and you select Actions > Responded and click Save in the Incident or Change Request form, the status of the Clock changes to Stopped.

Note: The Stop Clock When section does not appear in the Measurement tab of a service target when you select Response Time as the Target Type. You cannot configure Stop Clock conditions for service targets with Response Time as the Target Type.

Met

The service target transaction has a status of Met because it was completed before Target End Date.

The service target transaction for an incident, service request, task, problem, or change request is in the Completed state when the following conditions are met before Target End Date:

  • When the incident, service request, task, problem, or change request is closed.
  • When the Stop Clock conditions are met.

If the Target Type is Response Time and you select Actions > Responded and click Save in the Incident or Change Request form, the status of the Clock changes to Stopped.

Note: The Stop Clock When section does not appear in the Measurement tab of a service target when you select Response Time as the Target Type. You cannot configure Stop Clock conditions for service targets with Response Time as the Target Type.

Missed

The service target transaction has a status of Missed because it was completed after the Target End Date.

Related topics

Understanding service target transactions

Incident management

Task management

Problem management

Change management

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