Understanding service target transactions
When you create or update an incident, service request, task, problem, or change request records, BMC Remedyforce applies the qualifying service targets of applicable agreements to the records as follows:
Record type | Fields considered | Condition | SLAs applied |
|---|---|---|---|
Incident | Account | Incident.Account != null |
|
Incident.Account = null | SLA.Account = null | ||
Service | Incident.Service != null | If Incident.Service = SLA.Service, then SLA.Service, else SLA.Service = null | |
Incident.Service = null | SLA.Service = null | ||
Note that both services and accounts should be satisfied to consider such service targets. If either of them does not match, then no SLA is applied. | |||
Change Requests | Considered account | Consider account of initiator's contact if it is specified else initiator's account id |
|
Account of initiator's contact and initiator's account id is not specified | SLA.Account = null | ||
Considered service | Consider linked services of change requests | If any of linked services matches with SLA.Service, then SLA.Service, else SLA.Service = null | |
No linked services | SLA.Service= null | ||
Task | Considered account | Consider account of client's contact if it is specified else client's account id |
|
Account of client's contact and client's account id is not specified |
| ||
Considered service | Consider linked services of tasks | If any of linked services matches with SLA.Service, then SLA.Service, else SLA.Service = null | |
No linked services | SLA.Service = null | ||
Problem | Considered service | Consider services linked to problem | If any of linked services matches with SLA.Service, then SLA.Service, else SLA.Service = null |
No linked services | SLA.Service = null | ||
No account consideration |
| ||
BMC Remedyforce evaluates the conditions that are defined in the Qualification tab of the service targets and creates service target transaction records for each qualified service target. When you update the incident, service request, task, problem, or change request record, BMC Remedyforce evaluates the applicable service targets and makes the required updates in the service target transactions and creates new service target transactions. When you close the record, all the service target transactions, in the State of Attached, In-Process, and Pending, are closed. If you reopen the record, BMC Remedyforce considers the record as a new record for applying agreements and creates new service target transactions for the record. If the Responded Date field is populated in the Incident or Change Request form, BMC Remedyforce does not apply new service targets with Response Time as the Target Type.
The following figure illustrates how service target transactions are processed.
Processing service target transactions 