Reviewing service targets for an incident request

The following video presentation describes how to use service targets to prioritize incident requests.

https://youtu.be/G9fb6WV6FuM

To view service targets related to an incident request

1. From the Incident Management console, open the relevant incident request record.

2. View the SLM Status icon from the Navigation pane.
   The following table describes the SLM Status icon states:

   Icon	Description
   	Status: Not Attached No service target is attached to the incident.
   	Status: Attached Green: The service targets are in compliance.
   	Status: Warning Yellow: At least one service target is at risk.
   	Status: Breached Red: At least one service target did not meet its goal.

3. Click the icon to display the SLM:IntegrationDialog form to see in-depth information about the incident in relation to the applicable service targets.
   The status gauge on the SLM:Integration Dialog form shows the current status of the selected service target. The following table explains the colors and fields on the status gauge:
   Status gauge on the SLM:Integration Dialog form

   Color or field	Description
   Green	The service target is in compliance.
   Yellow	The service target has a warning status.
   Red	The service target has missed its goal.
   Due Date and Time	The goal time within which a response or a resolution for the incident must occur; 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.
   Information about the SLM:IntegrationDialog form

   Field	Description
   Incident ID	The ID of the incident.
   Details	Click to see 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: Response-time goal—The incident request must be responded to within the time specified. Resolution-time goal—The incident request must be resolved within the time specified.
   Hours/Min	The response or resolution time stipulated in the goal.
   Cost Per Min	The cost per minute for missing the response or resolution time goal.
   Due Date/Time	The goal time within which a response or a resolution for the incident must occur; otherwise the goal is missed.
   Progress	The status of the service target: Attached—The service target is attached to the incident. Detached— The service target is not attached to the incident. This occurs when the terms and conditions in the service target are no longer valid measurements for the attached incident. For example, if the terms and conditions in the service target are set to 'Priority'="High" and y ou change the priority of the ticket from high to low, the status of the service target changes to Detached. In Process—Work on the request is taking place. Pending—Work on the request is stopped (for example, waiting for a part or waiting for a response from the submitter). Warning—The service target is at risk. Missed—The service target has missed its goal. Met—The service target has met its goal. Invalid—The service target is disabled.
   Milestones for SVT
   Title	The title of the milestone.
   Execution Time	The time that the milestone actions are executed.
   Status	The current status of the milestone. The status is Active or Inactive (pending), or Action Performed.