This documentation supports the 21.3 version of BMC Service Level Management.

To view an earlier version, select the version from the Product version menu.

Creating milestone actions for an agreement

After you have created templates for milestones and milestone actions, you must create actions for milestones that do not have a template applied. Add as many actions as you want. To change the order in which the actions need to trigger, click in the Sequence column and edit the sequence order.

Important

You must create at least one action to associate with a milestone.

Before you begin

Create milestones for agreements. For more information, see Creating milestones for an agreement.

To create a Set Value action

Use a set value action to specify what value to place in a certain field on the compliance form. This is an advanced operation.

Important

You can create one or more Set Value actions for your milestone, but they must involve different fields. If a Set Value action for the same field already exists, the values for the latest action overwrites those of the previous Set Value action.

The following is the Agreement screenshot from where you add milestones and actions:

Perform the following steps to create a set value action:

  1. On the Agreement tab, in the Actions section, click Add and select Custom.
  2. To open the Set Value Action dialog box, select New Set Value Action.
  3. In the Title field, enter the name of the action.
  4. From the Field Name list, select a field from the current application form to which you want to assign a value.
  5. Specify a qualification in the Value field from the Fields and Keywords lists.
  6. Click Update List.
    The fields and keywords are added to the Field/Value list.
  7. Click OK.
    The set value action is added to the actions table.

To create a notification action

You can send an email or an alert notification to prompt some action if the service target or the agreement is at risk.

  1. Create your milestone.
  2. Click Add (below the Actions table), and select Custom.
  3. To open the Alert or Email Action dialog box, select New Alert or Email Action, then click OK.
  4. In the Title field, enter a title for the action.
    This field is limited to 255 characters.
  5. Enter a description.
  6. From the Delivery Method list, select the method of delivery to alert users of the status of the agreement.
    Select from the following delivery method options:
    • Alert—Users are notified by an alert message.
    • User Default—Users are notified using the default notification method specified in the User form.
    • Email—Users are notified by email.
  7. In the To field, specify the name of the person being notified of the agreement, or use the Fields list to specify the field that contains the individual or group to whom you want the agreement notification to reach.
    If you want to send to multiple recipients, you can click a name in the Owner list. These owners' names are configured in the Application Administration Console and can be AR System users, AR System groups, or an email address.
  8. If you have chosen to send an Email, enter individuals or groups in the CC and BCC fields, and enter a mailbox name, if applicable. 

    Important

    Emails will not be sent to support owner groups, but only to support assignee groups.

  9. In the Subject field, specify a brief summary of the alert or email message (for example, "This case has been escalated to your manager.")
    Do not include parentheses in the milestone action email message, it prevents the milestone filter from building successfully.
    You can also use the Fields and Keywords lists to specify the subject of your message.
  10. In the Message field, use the Fields and Keywords lists to enter a message in the message text box.
    The variables are replaced with the field values or keywords when the email is sent. The Message field has a limit of 4 kilobytes.

    Important

    Using arithmetic signs (such as "-" or "*") in the Subject or Message can cause a problem because Action Request System attempts to evaluate the expression. To avoid this issue, ensure you have some text between a field and the arithmetic sign. For example, use *$priority$ priority - check $instanceId$ - incident $incident Number$ has reached 100% of SLA Target Resolution Goal, instead of $priority$ priority - $instanceId$ - $incident Number$ has reached 100% of SLA Target Resolution Goal.

  11. (Optional) To send a longer message, click Extra Messages.
    You can continue writing your message in each Message field and the contents of each field are appended to the preceding one. Each field has a limit of 4 kilobytes.
  12. For an email, select a Action Request System email template to use for formatting the email.
    The email templates have been previously configured by your administrator. The templates format the email and include graphics or lines of text that appear on each email. For example, the header template can contain your company logo to appear at the head of the email. You can include one of the following templates:
    • Header template
    • Footer template
    • Content template
  13. Select a shortcut method to include a link in the email that takes the reader to the related BMC Service Level Management  application request, for example, the Incident Request form.
    Select one of the following shortcuts:
    • AR Task: Sends an attachment in the email that opens the application form in AR System User.
    • Web URL: Sends a link in an email or an alert that opens the application form in a browser.
  14. Click OK.

To create a run process action

You can send pagers or run executables by entering a command line statement.

  1. Create your milestone.
  2. To open the Run Process Action dialog box, click Add (located below the Actions table) and select Custom.
  3. Select Run Process Action.
  4. In the Title field, enter the name of the action.
  5. In the Command Line field, use the Fields and Keywords lists to enter a message that triggers for the selected milestone. For example, z1D Action = ESCALATEDBYSLA
  6. Click Save.

To create a set fields action

Use this advanced action to pull information from other forms to use in the form for which you are creating the agreement.

  1. Create your milestone.
  2. Click the Add arrow (below the Actions table) and select Custom.
  3. To open the Set Fields Action dialog box, select New Set Fields Action.
  4. In the Title field, enter the name of the action.
  5. Enter description.
  6. From the Get Value From list, select the form from which you want to get data to place in your current form. 
    You can create and select different forms that are specified in the SLM:Object form.

  7. In the Set Value If field, click Define to specify a qualification that indicates when to push data from the form you selected into the current form.
  8. From the Qualification Builder form, select the fields and operators to build your qualification:
    • Click the arrow next to Fields from Other Form to specify the fields from which you want to get the data.
    • Click the arrow next to Fields from Current Form to specify the fields to which you want to set the data.
    • Use the keywords and the operators to build your qualification in the Qualification field.
    • When your qualification is complete, click OK.
  9. From the If No Requests Match list on the Set Fields Action dialog box, select one of the following options:
    • Display No Match Error—Displays an error message if no matching results are found.
    • Set Fields to Null—Sets the fields to no value.
  10. From the If Multiple Requests Match list, select one of the following options:
    • Display Multiple Match Error—Displays an error message if multiple requests are found.
    • Use First Matching Request—Uses the first matching request from the list of requests.
    • Set Fields to Null—Sets the fields to no value.
  11. Select the Field Name on the current form to which you want to set the data.
  12. In the Value field, use the fields, keywords, and functions lists to specify the field on the other form and the value that populates the field.
  13. Click Update List.
    The field and values are added to the Field/Value List. You can add or remove values at any time.
  14. Click OK.

To create a push fields action

Use this advanced action to push information from the "Applies To" form for which you are creating the agreement to another form on the same server.

  1. Create your milestone.
  2. Click the Add arrow (below the Actions table) and select Custom.
  3. Select New Push Fields Action to display the Push Fields Action dialog box.
  4. In the Title field, enter the name of the action.
  5. Enter a description.
  6. From the Push Value To list, select the form to which you want to push a value.
    You can create and select different forms that are specified in the SLM:Object form.

  7. In the Push Value If field, click Define to specify a qualification that indicates when to push data from the current form you selected into the destination form.
  8. Select the fields and operators to build your qualification:
    • Click the arrow next to Fields from Other Form to specify the fields from which you want to get the data.
    • Click the arrow next to Fields from Current Form to specify the fields to which you want to set the data.
    • Use the keywords and the operators to build your qualification in the Qualification field.
    • When your qualification is complete, click OK.
  9. From the If No Requests Match list, select one of the following options:
    • Display No Match Error—Displays an error message if no matching results are found.
    • Take No Action—Nothing occurs if the qualification is true.
    • Create a New Request—Allows you to create a record if no matching results are found.
  10. From the If Any Requests Match list, select one of the following options:
    • Display Any Match—Displays any matching results.
    • Modify First Matching Request—Modifies the first matching request if the qualification is true.
    • Modify All Matching Requests—Modifies all the matching request if the qualification is true.
    • Take No Action—Does not do anything if the qualification is true.
  11. From the Push Values to Fields, select the Field Name on the other form to which you want to push the data.
  12. In the Value field, use the fields, keywords, and functions lists to specify the field on the current form and the value that is pushed.
  13. Click Update List.
    The field and values are added to the Field/Value List. You can add or remove values at any time.
  14. Click OK.


To create an entry in the SLM:Object form

When you select source forms for creating set fields or push fields, you can only use forms that have been specified in the SLM:Object form. Each time you create set fields or push fields by using a different form, you must create a entry in the SLM:Object form.

Important

This task is for administrators only.

  1. In Mid Tier, open the Object List.
  2. Click the All tab and select the SLM:Object form.
  3. Click New.
    The SLM:Object form appears.
  4. On the SLM:Object form, go to the Form Name field and select the form you want to configure.
  5. Click OK.
  6. Enter an optional description.
  7. In the ID field, add a unique ID for this entry by replacing the colon with an underscore in the form name.
    For example, for the form SLM:SLACompliance the ID would be SLM_SLACompliance.
  8. From the Type list, select the type of form.
    The forms can be: 1 = regular, 2 = join, 3 = view, 4 = dialog, or 5 = vendor.
  9. In the Category field, type Application Object.
  10. From the Assignee Group Permission list, select the groups and the Roles for whom you want to provide access to this form.
  11. From the Permissions To Create list, select the Roles for whom you want to give permissions to create an entry in the SLM:Object form.
    The Submitter is automatically entered.
  12. Enter a user display name, if it is different from the form name.
  13. Enter Developer Name, Locale and any relevant operation information.
  14. Enter a Short Description.
  15. In the System Status field, select Active.
  16. In the Status field, select Active.
  17. Click Save.
Was this page helpful? Yes No Submitting... Thank you

Comments