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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.

Terms and conditions for service targets

Terms and conditions are the circumstances under which request-based, availability, and compliance-only service targets are in effect. When a request is submitted that fulfills these terms and conditions, the service target is attached to the request. In the case of a compliance-only service target, the terms and conditions are qualifying the set of data from the BMC Remedy AR System form. The fields used in the terms and conditions must not change through the lifespan of the request because these fields are used in the measurement processing.

For example, the terms and conditions might state that urgent service desk cases from the Engineering department are applied to a specific service target.

Note

If the terms and conditions no longer apply, the Detach feature removes the service target from the request.

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