This documentation supports the 21.05 version of BMC Service Level Management. To view an earlier version, select the version from the product version menu.

Displaying BMC Service Level Management status in custom applications

The BMC Service Level Management status indicator shows the following behaviors in BMC Helix ITSM: Asset Management, BMC Helix ITSM: Change Management, the Release Management module, and BMC Helix ITSM: Service Desk. The status indicator represents the worst-case status. The following sections describe how to display theBMC Service Level Management status in custom applications.

Make sure you complete the following items to display the BMC Service Level Management status in custom applications.

  • Configure AR System server (including Data Visualization Fields (DVF) Server configuration)
  • Install BMC Service Level Management (with Service Level Management Sample Application)

    If you have configured a DVF server, the server needs to have either BMC Service Level Management installed or a Data Visualization Module record for SlmDVF with the SlmDVF.jar file. The SlmDVF.jar file can be independently obtained by exporting the specific record from a server with an existing BMC Service Level Management installation. For more information about Data Visualization fields in AR System, see Data visualization fields Open link .

To display Service Level Management status in custom applications

  1. Copy the fields SlmDVF, Details..., and z1D_ButtonSLMImage from the SLM:Service Request form and place them on your custom form. Align as needed and make them all visible by default.
  2. Create a set of Active Links that will execute appropriately for your design. Each Active Link should consist of the following two separate Actions: A Set Fields Action that sets SlmDVF as follows:
    "action=setvalue"
    • A Set Fields Action that sets SlmDVF as follows:
      "param1=x"
      where x = 0 for Gray/No service targets Attached image
      where x = 1 for Green/Within Service Target image
      where x = 2 for Yellow/Service Targets Warning image
      where x = 3 for Red/service target Breached image
      You can also reuse the following existing BMC SLM Active Links in your custom application:
    • SLM:ServiceRequest:SetIconStatusByCopyingSLMStatusValueGray
    • SLM:ServiceRequest:SetIconStatusByCopyingSLMStatusValueGreen
    • SLM:ServiceRequest:SetIconStatusByCopyingSLMStatusValueYellow
    • SLM:ServiceRequest:SetIconStatusByCopyingSLMStatusValueRed
      Change the form name to match the form on which you want these Active Links to execute, and set the Run If condition to apply to your application.
  3. Copy and appropriately name the following Active Links, and set the Primary form to the form on which you want them to execute:
    • SLM:ServiceRequest:OnClickDetailsDisplayIntegrationDialog
    • SLM:ServiceRequest:TrapDVFEventAndDisplayIntegrationDialog
    • The following is the table qualification in SLM:IntegrationDialog:

      *( $instanceId$ = 'ApplicationInstanceID') AND
      ( 'deleted' = "false") AND (( 'GoalTypes' = "Request-Based")
      OR ( 'GoalTypes' = "Availability")) AND (EXTERNAL( $z1D Char01$))
      AND (EXTERNAL( $z1D Char31$))*

      where instanceId, z1D Char01, and z1D Char31 are set by the Active Links.

  4. Edit the copied Active Links as follows:
    1. Set the value of instanceId to an appropriate field value, which should match the ApplicationInstanceId in the SLM:Measurement form.
    2. Set the value of z_TmpCharHeading to an appropriate value (for example "Request ID:" + $Request ID$).
    3. Set the value of z1D Char01 and/or z1D Char31 to any suitable qualification if you want to filter the table on the SLM:IntegrationDialog form based on the qualification.
    4. Leave the SLMVersion value set at 7.5000.
  5. Launch the SLM:IntegrationDialog dialog by clicking either Details... or the SlmDVF image.

See the following sections for more information.

Status indicators for a single service target attached to a request

The following are the status indicators for service targets that are attached to a request:

  • When the single service target changes status from Missed Goal to Detached, an escalation is triggered that updates the status indicator to green. The detached service target no longer counts towards the worst-case status.
  • When the single service target has a status of Missed, the service target cannot be detached because the measurement status is closed. The Service Level Management status indicator remains red.
  • When the single service target has a status of Met, the service target cannot be detached because the measurement status is closed. The Service Level Management status indicator remains green.
  • When the single service target changes status from Warning to Detached, an escalation is triggered that changes the BMC SLM status indicator to green.
  • When the single service target changes status from In Process to Detached, the Service Level Management status indicator remains green.
  • When no service target is attached, the Service Level Management status indicator is gray.

Important

When you set the status of an SVT to Pending, the color of the status indicator changes to green, irrespective of the color that was set earlier.

Status indicators for multiple service targets attached to a request

The following are the status indicators for multiple service targets that are attached to a request:

  • When one of the service targets changes status from Missed Goal to detached, an escalation is triggered that updates the Service Level Management status indicator to the worst-case status of the remaining service targets.
  • When one of the service targets changes status from In Process to Detached, the Service Level Management status indicator stays green (assuming all the remaining service targets have a status that results in a green status indicator).
  • When no service target is attached, the Service Level Management status indicator is gray.
  • When one service target changes status from Warning to Detached, an escalation is triggered that updates Service Level Management status indicator to the worst-case status of the remaining service targets.
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