This documentation supports the 21.3 version of BMC Service Level Management.To view an earlier version, select the version from the Product version menu.

Troubleshooting service target monitoring issues

When you encounter issues in the measurement of the performance by the service target or in updating the statuses of the service target, use the guidelines described here to resolve the problem or to create a BMC Support case.

Related topics

Troubleshooting

Managing-service-goals-by-using-Service-targets

Issue symptoms

  • Service target does not measure performance and remains in the Attached status.
  • Service Level Management escalations performance issues because of which the Warning and Missed Goal status is not updated.

Issue scope

  • The application for which the service target has been created is not monitored.
  • Service target is not updated properly.

Resolution

To resolve the Service Level Management escalations performance issue, follow the instructions to configure the service target correctly.

To resolve the issue where the service target does not measure performance and remains in the Attached status, perform the following steps:

Step

Task

Description

Reference

1

Check if Service Level Management Data Sources filters are built.

Perform the following steps:

  1. Select Administration Console > Application Administration Console > Custom Configuration > Service Level Management > Configure Application Settings > Data Sources.
  2. From the table, select the form in which the service target status is set to Attached.
  3. Click on the Administration tab.
  4. If the table is empty, click 2. Create Filter.
    The process of creating filters for the form selected is started. After the process is completed, you should see 20 rows, the column Rule Build Status should have the value Built Successfully for all rows.
  5. Submit a test ticket and confirm the service target measurement starts.

Important: If you find any record whose Rule Build Status column is set to Could not be built, perform the following steps:

  1. Select the record whose Rule Build Status column is set to Could not be built.
  2. Click View.
  3. Copy all the content from the Build Messages field and contact BMC support.


2

Check if Service Level Management Data Sources filters are visible in Developer Studio.

Perform the following steps:

  1. Open the Developer Studio
  2. Open Filters and Filter Guides
  3. Search for zSLMGen:<module name> in both object types.
    Module name is a suffix that changes as per the module. For example, zSLMGen:HPD for incident, zSLMGen:CHG for change, zSLMGen:WOI for work order, zSLMGen:AST for asset, and so on.
  4. Submit a test ticket and confirm the service target measurement starts.