This documentation supports the 9.0 version of Service Level Management.

To view the latest version, select the version from the Product version menu.

Business time design components

Business time design in SLM is based on the AR System business time module. Most of the detailed information about this is available in the AR System documentation. SLM uses the following forms for its business time functionality:

  • Business time segment-Defines a schedule activity using one or more Recurrence Times. An activity can be defined as one where time is either available, unavailable. This form can be used to define "Blackouts", "Maintenance" or any such Business Activity. It can also be used to override another activity. It is a core form like business time and holidays.
  • Business Segment-Entity Association_Join-This is a join form between the Business Time Segment and Business Segment-Entity Association forms to view the details. The relationship is many-many, so an entity can have many Schedules activities applied to it and many entity's can share a schedule.
  • Business segment-entity association details-This is a join form between the Business Activity and the Association form to view the details.
  • Business time shared entity-This form has the attributes, Entity Type and POIID (Parent object instance id) for the association to different Instances of ObjectTypes.

Business time can be applied to service targets. There are two ways to define business time for a service target.

  • Select a business time entity on the service target itself, it then applies the same entity to all the records of that service target.
  • The service target can then be configured so that measurements inherit this business entity from the request or ticket to which it applies.

SLM uses the business time commands provided by AR System to calculate the due date and the elapsed time on the SLM:Measurement form. These commands are:

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