This documentation supports the 9.1 version of Service Request Management.

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

Managing service targets in Work Order Management

If you have BMC Service Level Management  installed, you can create service targets and relate them to a work order to set goals and track the level of service for the work order. You can view the service target from Work Order Management. Service targets created with BMC Service Level Management are internal targets related to Operational Level Agreements (OLAs).

Overview of service targets in work orders

When BMC Service Level Management is installed, the Work Order form shows both overview and in-depth information about the work order in relation to applicable service targets. You can view the service targets and milestones for the restoration of the unavailability. Service targets and milestones are defined from BMC Service Level Management. Escalations can be set up to notify the assignment group prior to acknowledgement or resolution breach times.

In the Work Order form, you can view service targets defined in BMC Service Level Management. Service targets can be defined in BMC Service Level Management for response time and resolution time. Service targets can be determined by related CIs, and many other criteria. The Next Target Date field indicates the next deadline out of all the service targets attached to the work order.

To view service targets related to a work order, open the work order. The SLM status appears on the Work Order form.

The following table lists the status icons:

Icon

Description

Status: Not Attached. No service target is attached to the work order. Click Details or the icon to open the SLM:Integration Dialog form.

Status: Attached. Green: The service targets are in compliance. Click the icon to open the SLM:Integration Dialog form.

Status: Warning. Yellow: At least one service target is at risk. Click the icon to open the SLM:Integration Dialog form.

Status: Breached. Red: At least one service target did not meet its goal. Click Details or the icon to open the SLM:Integration Dialog form.

The colors on the Status Gauge on the SLM:Integration Dialog form show the current status of the selected service targets.

The following table explains the items on the Status Gauge:

Item

Description

Green

The service target is in compliance.

Yellow

The service target has a warning status.

Red

The service target missed its goal.

Due Date and Time

The goal time within which work on the work order must be initiated or completed. Otherwise the goal is missed.

Time Until Due

The amount of time left until the goal is considered missed.

Time Past Due

The amount of time that has passed since the goal was due.

The following table describes the information in the SLM:IntegrationDialog form:

Column

Description

Case ID

The work order ID

Details

Click to see the details about the selected service targets

Service Target table

SVT Title

The name of the service target

Goal

The type of goal for the service target:

  • Initiation goal — The work order must be responded to within the specified time.
  • Completion goal — The work order must be resolved within the specified time.

Hours/Min

The initiation or completion time stipulated in the goal.

Cost Per Min

The cost per minute for missing the initiation or completion time goal.

Due Date/Time

The goal time within which the change request must be either initiated or completed. Otherwise, the goal is missed.

Progress

The status of the service target:

  • Attached — The service target is attached to the work order.
  • Detached — The service target is not attached to the work order.
  • In Progress — Work is in progess.
  • Pending — Work is stopped while awaiting an action, such as the arrival of a part.
  • Warning — The service target is at risk.
  • Missed or Met — The service target either missed or met its goal.
  • Invalid — The service target is disabled.

Milestones for SVT

Title

The title of the milestone

Execution Time

The time when the milestone actions are executed.

Status

The status of the milestone is active, inactive (pending), or Action Performed.

To create service target terms and conditions for a work order

  1. From the Service Level Management Console, click the Service Target tab.
  2. Click Create.
  3. In the Service Target wizard, enter a title for the service target in the Title field.
  4. Optionally, enter a description of the service target in the Description field.
  5. From the Applies To list, select Work Order.
  6. In the Goal Type field, select Work Order Resolution.
    The work order must be completed within the time specified
  7. Click Define next to the Terms and Conditions field to open the Qualification Builder.
  8. Enter any criteria to build the qualification. All fields are optional.
    Company, Region, Site Group, and Site responsible for resolving the work order
  9. In the Customer tab, enter criteria in the Requested For and Operational Level Agreement (OLA) categories.
  10. Select Exact Match if you want the term used in the qualification to be exactly the same as you have selected or typed in the field. If Exact Match is not selected, you can type in partial words to be used in the qualification.
  11. In the Classification tab, enter criteria in the fields.
  12. In the Assignment tab, enter criteria in the Change Manager and Change Assignee categories.
  13. Click Show Qualification to enter your qualification in the Qualification field.
    An example of a qualification is as follows:
    'Priority' = "Medium" AND 'Location Company' = $\NULL$ AND 'Customer Company' = "ABC Company" AND 'Customer Organization' = "SMBU" AND 'Customer Department' = "Research and Development" AND 'Product Cat Tier 1(2)' = "Hardware" AND 'Product Cat Tier 2(2)' = "Inventory" AND 'Product Cat Tier 3(2)' = "Laptop" AND 'Owner Support Company' = $\NULL$

    Note

    To build a custom qualification, select Yes in the Custom Qualification check box, and enter your qualification in the Advanced Qualification Builder.

  14. Save your qualification.

    If the service target is related to an agreement with an associated business service CI, an additional qualification is added to your terms and conditions.

Related topic

BMC Service Level Management overview

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