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This documentation supports the 20.02 version of BMC Service Level Management. To view an earlier version, select the version from the Product version menu.

Changing the data source configuration

For BMC Service Level Management (BMC SLM) to detect status changes for a ticket, the status change should happen before execution order 710 which is when BMC SLM evaluates any related service targets. However, since the Change Management workflow reacts to task updates that take place at 900, the Change Management application moves the change to Completed at order 900, while BMC SLM is at 700.

Therefore, the service target could appear as Attached when it should be In Process. To resolve this issue, you must change the data source configuration for Change Management.

To change the data source configuration for Change Management

  1. From the Application Administration Console, choose Service Level Management > Configure Application Settings > Data Sources.
  2. Select CHG:Infrastructure Change  in the table.
  3. Click the Advanced tab. 
  4. Change the Service Target Execution Order to 900 (leave the milestone at 700).
  5. To save, click Modify Fields.
  6. Rebuild any service targets that check for Status = Completed for Change Management.

 

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BMC Service Level Management 20.02