The advanced settings on the data source gives a flexibility to calculate service targets differently for each record (case or task), instead of the default static values. When configuring service targets, as a case business analyst, you can specify a different start time, end time, and business hours for each record, only if you configure the advanced settings on the data source.
The advanced settings also enable you to perform the following actions:
- specify assigned groups
- define the condition to reset a goal
Difference between static and dynamic values
The following table lists the differences between the static and dynamic values:
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| Cases or tasks with the same service target have the current time stamp as the start time on measurement record. | Cases or tasks with the same service target can be assigned different start time on the measurement record. |
| Cases or tasks with the same service target have a common static goal time. Example: If the high-priority service target has a goal time of 30 minutes, then all the cases that have high-priority service targets attached to them will have 30 minutes fixed goal time. | Cases or tasks with the same service target can be assigned different goal time (specified in days, hours, or minutes) Example of dynamic goal time: High-priority cases created by the managers can have a dynamic goal time of 15 minutes, instead of the static goal time of 30 minutes (for cases created by those other than managers) |
| The end time option is not available for static values. | Cases or tasks with the same service target can be assigned with a fixed target date instead of assigning time as a goal. Example of dynamic end time: For a high priority case created by managers at 9:00 AM, the dynamic goal time can be 9:15 AM, instead of the static goal time of 9:30 AM (for cases created by those other than managers). |
| Cases or tasks with the same service target have a common static business entity. | Cases or tasks with the same service target can be assigned different business entities Example: You can define business entities based on different time zones. Cases generated in the Indian Standard Time have business entity equal to 9:00 AM to 6:00 PM IST. Cases generated in Pacific Time can have business entity equal to 9:00 AM to 6:00 PM Pacific Time. |
BMC Helix Business Workflows provides the Case Management and Task Management data sources out-of-the-box.
- Log in to BMC Helix Business Workflows.
- Click Settings
. - Navigate to Service Level Management > Configure Data Source.
From the Service Target Data Source Configuration page, open the required data source.
WarningImportant
In the Edit Service Target Data Source Configuration panes for the Case Management and Task Management data sources, the mandatory fields are configured out of the box and cannot be edited.
The following figure highlights the mandatory fields displayed while editing the Case Management data source:
Click Show Advanced Settings.
Description of fields in the Advanced Settings section
Create Qualification View | Displays a list of views in BMC Helix Business Workflows. The following out-of-the-box views for creating the qualifications are auto-populated in this field based on the data source you are editing: - For the Case Management data source, the com.bmc.dsm.case-lib: Configure Case Qualification - Create view is auto-populated.
- For the Task Management data source, the com.bmc.dsm.task-lib: Configure Task Qualification - Create view is auto-populated.
Note: To avoid errors, do not change these views. To use a qualification builder, leave this field blank. |
| Displays a list of views in BMC Helix Business Workflows. The following out-of-the-box views for editing the qualifications are auto-populated in this field based on the data source you are editing: - For the Case Management data source, the com.bmc.dsm.case-lib: Configure Case Qualification-Edit view is auto-populated.
- For the Task Management data source, the com.bmc.dsm.task-lib: Configure Task Qualification-Edit view is auto-populated.
Note: To avoid errors, do not change these views. To use a qualification builder, leave this field blank. |
| Displays a list of character fields on a record based on the data source you are editing. Select a field name that contains the details of the group to which the record is assigned. |
| Displays a list of character fields on a record based on the data source you are editing. Select a field name that contains the ID (field 179) of the business entity applicable to this service request. This business entity is used for time-related calculations for the service target. For more information, see the difference between static and dynamic business entities |
| Displays a list of date time fields on a record based on the data source you are editing. Select a field name that contains the date and time value to be used as a start time for the measurements. If this field is blank, it uses the current system time as the start time. For more information, see the difference between static and dynamic start time |
| To define the condition to reset goal for the current measurement record, click the Build Expression link. Resetting goal closes the existing measurement, creates a new record with the new goal, and starts the measurement. |
| This field is enabled only if you select the Use End Time check box. It displays a list of date-time type fields on a record based on the data source you are editing. Select a field name that contains the date and time value used as end time for the measurements. For more information, see the difference between static and dynamic end time. |
| This field is enabled only if you have cleared the Use End Time check box. Displays a list of integer or character type fields on a record based on the data source you are editing. Select a field name that contains a value that can be used as a goal time of service target in seconds. For more information, see the difference between static and dynamic goal time |
| Select this checkbox to set the due date directly as a date-time instead of having the end time calculation considering the start date and the goal time. |
| Select the categories for the measurement record. |
- Click Save.
After configuring the advanced settings on a data source, you can configure service targets for cases or tasks created from the data source.
Where to go from here
Configuring service targets
