Resetting goals for the same request

When defining request-based service targets, you can select the Reset Goal for Same Request option so that the goal for a service target is reset whenever a condition is satisfied. When the condition is met, the measurement starts and behaves like any other service target. If the condition is met again, the service target starts to track a new request. The first measurement stops, the measurement is evaluated, and the measurement record retained for reporting purposes.

• If you build the data source filters to use the reference start time, then the new measurement for the second request starts with the goal time which is based on the reference start time. The due date will be the same since the start time is the same for both measurements.

• If you build the data source filters to use the system date as the reference start time, then the new measurement for the second request starts with the full goal time allowed.

  Important

  If you configure start time as defined on the application form at the data source level and then reset the goal for an SVT, the system creates a new measurement record when the Reset condition is met. However, the start time for this new measurement record is the same as the previous start time, because the system calculates the time from the same field as the previous measurement record. As a result, the SVTDueDate does not change.

For example, you are committed to responding to any communication from a customer within one hour. The condition for the goal to be reset is that the request is assigned. After a customer sends a communication and the request is assigned, the measurement starts. After the request is closed and some time elapses, a customer sends another communication and the request is assigned again, thereby meeting the condition. The goal is reset and the service target starts to track this request.

You can also use this feature for an OLA to track how long each group spends on request when the request is reassigned. Unlike the Tracking Time by Support Teams feature, the goal is reset so that each group is allotted the same amount of time. For example, a hardware group is assigned a service desk incident to correct a problem. After 15 minutes, they discover that it is not a hardware, but a software problem and reassign the incident to the software group.

See the following procedures to enable this feature.

To define the criteria for resetting the goal

Before you begin

Determine the criteria to be met.

1. From the Application Administration Console, select Service Level Management > Configure Application Settings > Data Sources.
2. In the Service Target Data Source table, select the request-based service target that you want to reset.
3. Select Request-Based.
4. Click Define next to the Reset Goal for Same Request When.
5. Specify the criteria for the measurements for the request to restart.
    When these criteria are met, the measurement metrics are reset to zero, the current measurement record is closed, and a new one is opened with a new goal .
6. On the table at the top, click Create Filter or Modify Filter and make the required changes.
7. In the Administration tab, verify if all filters are created successfully.

To reset the goal for the same request

1. From the Service Level Management console, select Service Targets.
2. Select the relevant service target in the Service Targets table.
3. Click View.
4. Select Measurement.
5. Select Yes in the Reset Goal for Same Request? field.
   If you set the Reset Goal for Same Request field to No, the measurement is not reset even if the condition of the goal is met.