Understanding service target transactions

When you create or update an incident, service request, task, problem, or change request records, BMC Remedyforce applies the qualifying service targets of applicable agreements to the record.

• For incidents and service requests, BMC Remedyforce applies the effective agreements that are created for the account and service of the incident and service request.
• For tasks, BMC Remedyforce applies the effective agreements that are created for the account of the task and the services linked to the task.
• For problems, BMC Remedyforce applies the effective agreements where no account is defined for the agreements.
• For change requests, BMC Remedyforce applies the effective agreements that are created for the account of the change request initiator and the services linked to the change request.

BMC Remedyforce evaluates the conditions that are defined in the Qualification tab of the service targets and creates service target transaction records for each qualified service target. When you update the incident, service request, task, problem, or change request record, BMC Remedyforce evaluates the applicable service targets and makes the required updates in the service target transactions and creates new service target transactions. When you close the record, all the service target transactions, in the State of Attached, In-Process, and Pending, are closed. If you reopen the record, BMC Remedyforce considers the record as a new record for applying agreements and creates new service target transactions for the record. If the Responded Date field is populated in the Incident or Change Request form, BMC Remedyforce does not apply new service targets with Response Time as the Target Type.

The following figure illustrates how service target transactions are processed. 

Processing service target transactions