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Defining milestones and actions for performance-monitoring service targets

In Step 4 of 4 of the service target wizard, if you are not using a template, you can define milestones that trigger a set of actions as you progress towards the service target goal to ensure that your goals are being met.

Note

This step is optional.

Performance-monitoring milestones are designed to trigger actions at a specified time after a change of state. Four possible states exist for the performance-monitoring service targets: OK, Warning, Alarm, Unknown. The milestone is typically triggered at a specific time interval after the Alarm threshold or the Warning threshold is reached. You specify this time interval when you create the performance-monitoring service target and an accompanying action to be triggered at this time.

For example, you could set a service target with a milestone to trigger an alert to be sent to the service level manager one hour after the status changes to Alarm, and an alert to be sent to the service technician three hours after the status changes from OK to Warning.

Warning

If you try to update more than one milestone action and save the service target without a build action, you will receive a unique index violation error message explaining the current state of the data. For example: "Unique index violation on schema: SLM:Milestone, entry: 000000000000495, 1 unique index(es), field(s): 179." After you build the service target, those duplicate milestone actions are deleted and you no longer receive the index violation error.

Example scenario 1

At 10:00 a.m., the processor who receives data from the Collection Points determines that the server has a status of OK. At 1:00 p.m., the processor receives data that the server is down, and the status is changed to Alarm. At 2:00 p.m. (after the server has been down for one hour), the milestone is triggered and an alert is sent to the service level manager. The problem is fixed. At 3:00  p.m., the server begins to respond normally. The processor records a status of OK.

Example scenario 2

At 10:00 a.m., the processor, who receives data from the Collection Points, determines that the server has a status of OK. At 1:00 p.m., the processor receives data that the server is in a state of Warning. At 3:00 p.m., the status is changed from Warning to Alarm, and the server is down. The milestone that was supposed to trigger after three hours warning time does not trigger. At 4:00 p.m., the milestone that is set to trigger after one hour of alarm status is triggered and an alert is sent to the service level manager. The problem is fixed. At 5:00 p.m., the server begins to respond normally. The processor records a status of OK.

The following section describes how to create milestones and actions for your service target.

To create milestones

  1. In the Milestones area, click Add.
  2. From the Select drop-down menu, choose Custom > New Milestone.
  3. Click OK.
  4. In the Title field, enter the name of the milestone.
    Do not include any parentheses in the milestone title.
  5. In the Description field, enter a description for the milestone.
  6. From the Execute When list, select one of the following to specify when you want the milestone to trigger:
    • Hours/Minutes From Alarm Start--Specify, in hours and minutes, how soon you want the milestone action to trigger after the start of the Alarm conditions specified in Step 2.
    • Hours/Minutes From Warning Start--Specify, in hours and minutes, how soon you want the milestone action to trigger after the start of the Warning conditions specified in Step 2.
  7. Click OK.

To create actions

You must create at least one action to associate with a milestone. Add as many actions as you want. To change the order in which the actions need to trigger, highlight the action and click Up or Down.

  1. In the Actions area, click Add.
  2. In the Select field, click the drop-down menu and choose to define a custom action or select from the available action templates.
  3. Click OK and begin defining your actions accordingly.

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