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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.

Understanding the SLM-IntegrationDialog form

Depending on the BMC Service Level Management (BMC SLM) status, click Details or the status icon to display the SLM:Integration Dialog form. The status gauge on the forms show the current status of the selected service target. The following table explains the colors and fields on the status gauge.

The following table describes the 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 absolute goal time (that is, disregarding business hours). This is a response or a resolution for the incident that must occur before this time; otherwise, the goal is missed. This could also be an initiation or a completion for the release request that must occur before this time; 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 service target table on the SLM:Integration Dialog form.

Service Target 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.
  • Initiation goal—The change or release request must be responded to within the time specified.
  • Completion goal—The change or release request must be resolved within the time specified.

Hours/Min

This is the response or resolution time stipulated in the goal. For a change or release request, this is the initiation or completion time stipulated in the goal.

Cost Per Min

The cost per minute for missing the response or resolution time goal or for missing the initiation or completion time goal.

Due Date/Time

For an incident request, this is the goal time within which either a response or a resolution for the incident must occur; otherwise, the goal is missed. For a change or release request, this is the goal time within which there must either be an initiation or a completion for the change or release request; otherwise, the goal is missed.

Progress

The status of the service target:

  • Attached—The service target has been attached to the incident, change, or release request.
  • Detached—The service target has not been attached to the incident, change, or release request.
  • 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 or Met—The service target has either missed or met its goal.
  • Invalid—The service target is disabled.

The following table describes the milestones for service targets on the SLM:Integration Dialog form.

Field

Description

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 either active or inactive (pending), or Action Performed.


 

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BMC Service Level Management 20.02