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This documentation supports the 19.08 version of Service Level Management.
To view an earlier version, select the version from the Product version menu.

Overview of Follow the Sun

The BMC Service Level Management (BMC SLM) business entity feature is enhanced to allow the cumulative calculations of an Operational Level Agreement (OLA) service target across business entities. OLAs track internal service commitments such as the resolution time for incidents or problems assigned to IT groups.

Note

Cumulative calculations across business entities does not work with SLA type service targets.


If a request is reassigned by a technician in one business entity to a technician in another business entity, the BMC SLM measurements continue and the milestones and due date are updated.

For example, a request is reassigned from the California-San Francisco business entity (Monday to Friday 8:00 to 18:00) to the England-Greenwich business entity (Monday to Friday 8:00 to 17:00). BMC SLM calculates the time spent in the California-San Francisco business entity and starts to record the time in the England-Greenwich business entity. When the request is completed, the times spent within each business entity are added together to produce the total time spent working on the request. The total is then compared against the goal time to calculate whether the service target is met or missed.

Note

Make sure your Service Target uses the value from a field on the application form to determine the business entity by checking the "Use on App Form" option. If you specify the business entity on the service target definition form, Follow the Sun is not invoked.

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