Troubleshooting service target issues

When you create service targets from the Service Targets tab of the Service Level Management Console in Mid Tier, you might encounter some issues.


The following table provides the issue details and the resolutions.

Issue symptom

Issue scope

Resolution

Reference

The CI Terms and Conditions and CI Qualification fields are not displayed.

Occurs when you perform the following steps for creating a service target:

  1. Log in to Mid Tier and go to Applications > Service Level Management > Service Level Management Console.
  2. Click the Service Target wizard's Step 1 of 4 tab and select the required values for the fields.

Additionally, this issue also occurs when you perform the following steps for modifying a service target:

  1. Log in to Mid Tier and go to Applications > Service Level Management > Service Level Management Console.
  2. From the Service Targets tab, select the service target that you want to modify.
  3. Click View.
  1. Enable BMC Helix Network Service Operations .
  2. Make sure that you have selected the following values on the Step 1 of 4 tab:
    1. Applies To as Incident
    2. Goal type as Incident Resolution Time.

The CI Terms and Conditions field displays values only from the AST:BaseElement class.

Occurs when you perform the following steps:

  1. Log in to Mid Tier and go to Applications > Service Level Management > Service Level Management Console.
  2. Click the Service Target wizard's Step 1 of 4 tab and select the required values for the CI Terms and Conditions field.

This result is as designed.

The CI attributes available only in AST:BaseElement class can be used for defining CI Terms and Conditions.

The service target cannot be imported or exported.

NA

The import and export of service targets is not supported for BMC Helix Network Service Operations .

NA

The service target cannot be saved as a template.



Occurs when you perform the following steps:

  1. Log in to Mid Tier and go to Applications > Service Level Management > Service Level Management Console.
  2. Click the Service Target wizard's Step 1 of 4 tab and select the required values for the fields.
  3. Click Save Service Target as Template.

The option to save the service target that you have defined as a template is not supported for BMC Helix Network Service Operations .

An existing qualification cannot be modified and the following message is displayed:

The qualification is being used by other Service Targets and cannot be modified. (ARNOTE 51389)

Occurs when you modify a qualification for an existing service target.

  1. Log in to Mid Tier and go to Applications > Service Level Management > Service Level Management Console.
  2. From the Service Targets tab, find the service targets that are using the qualification and then disassociate them.

The service target does not get attached immediately to the incident ticket in BMC Helix Network Service Operations .

Occurs when you relate a CI to a task that is added to an incident ticket In BMC Helix Network Service Operations and it matches the qualification criteria of the service target that you have created in Mid Tier.

There is a delay in attaching the service target. 

The service target is not getting detached from the incident ticket in BMC Helix Network Service Operations .

Occurs when you disassociate a single CI from the incident ticket.

Check whether any other CIs are matching with the CI qualification of the attached service target and remove the last CI that matches the terms and conditions and qualification.

NA

Important

Only the CI attributes that are available in the AST:BaseElement are used for defining CI based SLA qualification.

 

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