Agreement compliance involving request-based service targets

The agreement compliance percentage for a request-based service target for the review period is calculated from the total count of service targets met divided by all the resolved measurement records for that review period. Service targets that have a status of missed goal are not considered missed. 

The compliance calculations for an agreement do not include service targets attached to a request that is still in progress. This occasionally leads to inconsistencies on the dashboards display of agreement compliance percentages and the status of related service targets attached to open incidents. 

For example, Service Target 001 with a resolution goal of 2 hours and measurement criteria of Start When = In Progress and Stop When = Resolved is related to Agreement 001. Service Target 001 is attached to Incident Request 001 and meets the Start When criteria. After 2 hours the incident is not resolved so the goal for the service target is not met. Therefore, the status for Service Target 001 is set to Missed Goal. 

However, Incident Request 001 is still In Progress, that is, the Stop When criteria have not been met, so Service Target 001 is not taken into account when calculating the compliance for Agreement 001. It might still show a compliance percentage of 100%. 

Impact costs for a review period are calculated as the sum of each missed service target's impact costs. 

Each service target compliance contribution for a review period is calculated in the following steps:

1. Retrieve SLAComplianceHistory count from the last Calculate Now action
2. Count all met records since Last Sampled Time and add to the values retrieved in the history
3. Count all missed records since Last Sampled Time and add to the values retrieved in the history
4. Push the new total to the history record
5. Calculate met %
6. Multiply by the service target's weighted contribution %
7. Keep a running summation of each service target's agreement compliance contribution