Milestone processing for request-based service targets

Percentage of time from start or end of the measurement

With this milestone, the specified percentage is converted into seconds, based on the goal hours and minutes. For example, if the service target has a 2 hour goal, then a 50% milestone should trigger at 1 hour or 3600 seconds from start time of the measurement. The appropriate calculation of the number of seconds is done based on the percentage specified and whether it is from start or end of the measurement.

Hours and minutes from start or end of the measurement

This type of milestone is very similar to the percentage of time, except that the milestone executes in a specific number of hours and minutes after the measurement start condition is met.

Start, Stop or Exclude qualifications occurs on the Application form

This milestone nas no time criteria. The milestone action occurs as soon as any of the start, stop or exclude conditions are met by the request.

Custom condition occurs on the Application form

This milestone is similar to the start, stop, or exclude qualification milestone, except that it executes based on a user-defined custom qualification.

Each request-based milestone generates one filter that executes on the Application form. The SLM:EventSchedule form is used to track the time for executing a milestone for time-based milestones. Every time a service target measurement starts for a request, such as if the OverallStartTime is changed on the SLM:Measurement form, an entry is created in the SLM:EventSchedule form with a due date and time for the milestone. An escalation monitors the entries in this form to ensure that the milestones execute at the correct time. When the milestone executes, the entry in SLM:EventSchedule is deleted.