Creating service targets for an incident request

Service targets created with BMC Service Desk: Incident Management are internal targets related to operational level agreements (OLAs).

To create service target terms and conditions for an incident request

1. Log on to the Service Level Management Console.
2. Select the Service Target tab.
3. Click Create.
    The Service Target wizard appears.
4. In the Title field, enter a title for the service target.
5. In the Description field, enter an optional description of the service target.
6. In the Applies To field, select Incident.
7. In the Goal Type field, select a goal type:
   • Incident Response-time--The incident request must be responded to within the time specified.
   • Incident Resolution-time--The incident request must be resolved within the time specified.

8. To open the Qualification Builder, click Define next to the Terms and Conditions field. 
    For instructions on how to build a custom qualification, see Building-custom-qualifications. 

   Warning

   Note

   Every service target within a service target group must have unique terms and conditions.

9. Enter the criteria that you want to build the qualification.
10. In the Classification tab, enter criteria from the following categories that you want to use to build the qualification. Fields labeled in bold are required.
    • Incident Service Type and Priority. For more information on Incident Service Type, see Creating an incident request record without a template.
    • Organization
    • Location
    • Operational Categorization Selection
    • Product Categorization Selection
       Select Exact Match if you want the term used in the qualification to be the same as the term you indicated in the field. If you do not select Exact Match, you can type partial words to be used in the qualification.
11. In the Assignment tab, enter criteria that you want to use to build the qualification from the Incident Assignee, Incident Owner, and Vendor Information fields.
12. Click Show Qualification to enter your qualification in the Qualification field.

13. Save your qualification.
     Following is an example of a qualification:

    
    'Owner Group ID' = "SGP000000000011" AND 'Assigned Group ID' = "SGP000000000003" AND 'SLM Priority' = "Medium" AND 'Company' = "ECC Company" AND 'Contact Company' = "ABC Company" AND 'Product Categorization Tier 1' = "Hardware" AND 'Product Categorization Tier 2' = "Server" AND 'Product Categorization Tier 3' = "Unix" AND 'Product Name' = "Sunfire 6000" AND 'Service Type' = "User Service Request" AND 'Categorization Tier 1' = "Oper Cat 1-1" AND 'Categorization Tier 2' = "Oper Cat 1-2" AND 'Categorization Tier 3' = "Oper Cat 1-3"