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This documentation supports the 25.1 version of BMC Service Level Management.To view an earlier version, select the version from the Product version menu.

Request-based and availability service target processing

Service target processing is done in AR System for AR System data sources.

For request-based and availability service targets, processing is performed using filters on the application form and the SLM:Measurement form. The auto-generated filters on the application form create and update the record in the SLM:Measurement form. Filters on the measurement form perform further calculations.

When an AR System data source is configured to work with Service Level Management, the Service Level Managementengine creates a set of shared filters that are used to capture events for Service Level Management processing. These events contain a date and time element that allows SLM to track the duration of tasks to ensure that you keep your contractual level of service. The SLM:Measurement form takes these events and tracks the progress of the service targets. When a user submits a request in the application form, such as HPD:HelpDesk, the auto-generated associate filter executes and a measurement entry is created. The measurement status is set to Attached.

  • The Start filter executes when the Start When qualification is met. It sets the OverallStartTime with the current time, and sets the MeasurementStatus to "In Process". If a user is using the start reference time option, the start time is set to a user defined date and time field on the application form.
  • When OverallStartTime is populated with current time, service target DueDate is calculated by adding the GoalSchedGoalTime to the OverallStartTime, using the business time functions.
  • Exclude filter executes if the Exclude When qualification is met. It sets the DownStartTime field with the current time, and sets the MeasurementStatus to Pending.
  • NotExclude filter executes when NOT (Exclude When) qualification is met. It will set the DownStopTime with current time, and MeasurementStatus to "In Process."
  • When DownStopTime is populated with current time, DownElapsedTime is calculated by getting the difference between the DownStopTime and the DownStartTime. This time is then added to the previous DownElapsedTime. When you change the status of the Service target measurement from Detached to In Progress, the duration for which the record was in Detached status is also added to the DownElapsedTime.
  • When UpStopTime is populated with current time, UpElapsedTime is calculated by getting the difference between the UpStopTime and UpStartTime. Then it is accumulated with the previous UpElapsedTime.
  • The Stop filter executes when the Stop When qualification is met. It sets the OverallStopTime with current time.
  • When OverallStopTime is populated with the current time, OverallElapsedTime is calculated by getting the difference between OverallStopTime and OverallStartTime. UpTime is the same value as the accumulated UpElapsedTime value.
  • MetMissedAmount is calculated by getting the difference between GoalSchedGoalTime and UpTime. MeasurementStatus is set to "Met" if UpTime is less than or equal to GoalSchedGoalTime. MeasurementStatus is set to "Missed" if UpTime is greater than to GoalSchedGoalTime. MeasurementDone is set to Yes.
Warning

Important

An entry placed in SLM:EventSchedule executes when the service target DueDate time is passed to set MeasurementStatus to "Missed Goal" to signify that the goal of the service target has not been satisfied. However, the Measurement record is not completed until the Stop Measuring condition is satisfied.

Request-based and availability service target filters

Instead of building a set of filters per service target to process a ticket, one filter is built (Association filter) for each service target, and a filter guide (per application form) is used to process the service target.

  • One generated filter per service target
    zSLMGen: <service targetID>_MeasReqAssoc—Filter to attach a service target to an instance (record) of the application form, based on the terms and conditions of the service target. This filter creates a record in the SLM:Measurement form with a measurement status set to Attached.

  • One filter guide and 18-20 filters per application form

    zSLMGen:<<application>>_MeasReqAvailStrt2Stp  (GUIDE) zSLMGen:<<application>>_MeasReqReStart`!
    zSLMGen:<<application>>_MeasReqStart`!
    zSLMGen:<<application>>_MeasReqStartExclude`!
    zSLMGen:<<application>>_MeasReqExclude`!
    zSLMGen:<<application>>_MeasReqNOTExcludeNOTStop`! zSLMGen:<<application>>_MeasReqStop`!
    zSLMGen:<<application>>_MeasReqReOpen`!
    zSLMGen:<<application>>_MeasReqDetach`!
    zSLMGen:<<application>>_MeasAvailAvail`!
    zSLMGen:<<application>>_MeasAvailNOTAvail`!
    zSLMGen:<<application>>_MeasAvailUnavail`!
    zSLMGen:<<application>>_MeasAvailNOTUnavail`!
    zSLMGen:<<application>>_MeasAvailUnknown`!
    zSLMGen:<<application>>_MeasAvailNOTUnknown`!

  • One filter per milestone

    zSLMGen: <service targetID>_<1010>_<MilestoneName>_BR`!

The execution order of the filter guide and milestone filters can be changed so that it does not interfere with your custom workflow.

 

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BMC Service Level Management 25.1