Creating and viewing service targets for change requests

To create service target terms and conditions for specified change requests

If you have BMC Service Level Management installed, you can create service targets and relate them to a change request to set goals and track the level of service for the change request. You can view the service target from within Change Management.

Service targets created with BMC Helix ITSM are internal targets related to Operational Level Agreements (OLAs).

1. Log in to Mid Tier.
2. Open BMC Service Level Management console.
3. Select the Service Target tab.
4. Click Create.
5. On the Service Target wizard, enter a title for the service target in the Title field.
6. (Optional) Enter a description of the service target in the Description field.
7. From the Applies To list, select Infrastructure Change.
8. In the Goal Type field, select a goal type:
   • Change Request Initiation—Work on the change request must be started within the specified time.
   • Change Request Completion—The change request must be completed within the specified time.
9. Click Define next to the Terms and Conditions field to open the Qualification Builder.

10. Enter any criteria that you want to use to build the qualification; all fields are optional. 

    

    
    

11. On the Customer tab, enter criteria in the Requested For and Operational Level Agreement (OLA) areas. 
    Select Exact Match, if you want the term used in the qualification to be exactly the same as you have selected or entered in the field. If Exact Match is not selected, you can enter partial words to be used in the qualification.
12. On the Categorization tab, enter criteria in the Classification, Service Categorization Selection, and Product Categorization Selection categories.
13. On the Assignment tab, enter criteria in the Change Manager and Change Coordinator categories.
14. Click Show Qualification to enter your qualification in the Qualification field.

15. Save your qualification. 
    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' = $\NULL$

To build a custom qualification for service targets

1. Log in to Mid Tier.
2. Open the BMC Service Level Management Console.
3. Select the Service Target tab.
4. Click Create to display the Service Target wizard.
5. Fill in the basic information.
6. Click Define to display the Qualification Builder for terms and conditions.
7. Select Yes in the Custom Qualification check box.
8. Select Custom Qualification to open the Advanced Qualification Builder.
9. Enter your qualification by typing entries or use the operators, keywords, and fields from the application form.
10. Click OK to return to the Qualification Builder.
    The system enters your Qualification in the Qualification field.
11. Save your qualification.

Ticket or task status in the SLA progress bar

In most cases, when a ticket or task is moved to the In Progress state, the clock begins ticking against the SLA. As time against the SLA begins to accrue, the SLA progress bar fills from left to right and, as it progresses, it can change color from green to red. When the bar is green, the ticket or task is tracking well against the SLA; red tells you that an SLA threshold is approaching or that a threshold was breached; orange tells you that the ticket or task is in a warning state. The SLA bar movement stops when all the SLAs are paused or when all the SLAs are met. The text that is displayed at the right side of the bar gives information about the next SLA. 

The message to the left of the SLA progress bar shows the ticket's or task's status: In Progress, Pending, Resolved, and so on. The message to the right of the progress bar tells you how much time is remaining until the next SLA is due.

Multiple SLAs

If there are multiple service level agreements that apply to a ticket or task, the color of the SLA bar is displayed based on the worst case scenario. For example, if any of the previous SLA is breached, the SLA bar remains red for the remaining SLAs. The overall SLA bar color indicates the overall SLA status. If there are multiple SLAs, where some are in Pending status and some are in In Progress status, you can click on the milestone which opens a bar with information about the statuses of all SLAs. SLA bar stops moving when any of the exclude condition or stop condition is met for all the SLAs.

In Progressive Web Application screens, if there are multiple SLAs and they are in Pending status, the SLA bar shows that the ticket or task is in warning state. This behavior differs from Smart IT, where the color of the SLA bar is displayed based on the worst case scenario when multiple service level agreements apply to a ticket or task. 

SLA progress bar in Pending state

Depending on the needs of your system, some SLAs can be configured to pause the clock if the ticket or task is placed in the Pending state. Other pending tickets or tasks might keep the clock running. 

When you move a ticket or task to the Pending state, the system performs the following actions on the SLA progress bar:

• Changes the status message to Pending.
• If the SLA pauses the clock when it's put into a Pending state, it marks the SLA target as paused.
• If multiple SLAs are associated with the ticket or task, some of which pause the clock while other keep the clock running, it shows you which SLAs are paused while continuing to count time against the SLAs that keep the clock running. 

Actions when you close or cancel a ticket or task

When you move a ticket or task to the Closed or Cancelled state, the system performs the following actions on the SLA progress bar:

• The SLA bar disappears if the Status of the ticket or task is moved to Cancelled.
• The SLA bar is stopped if the Status of the ticket or task is moved to Closed.
• Updates the time remaining message to show how much time was left against the SLA when you closed or cancelled it. For example, if you needed to close the ticket by 2:00 p.m. and you close it at 1:40 p.m., the SLA progress bar shows that you closed the ticket 20 minutes early.

SLA calculation when BMC Service Level Management is not installed

If BMC Service Level Management is not installed on your system, the SLA progress bar calculates the amount of time until the ticket or task is due based on the ticket's or task's due date or target date. The due date of a ticket or task is populated with the Service Target calculation, while target date is provided by the user. 

Instructions for classic interfaces