Configuring request-based service target groups

Group inheritance

When key criteria for an incident are modified and the incident has a service target attached, the system searches to see whether a service target meeting that criteria already exists in the same group. If so, the new service target attaches to the incident request and inherits the data, such as start time, goals, or milestones, from the original service target. The system re-calculates the due date and time and the original service target is removed. 

For example, an IT organization creates four service targets to monitor incident resolution time, one for each priority (Critical, High, Medium, and Low). These are added to the Incident Resolution Time group. An incident is submitted at 9:00 A.M. and is prioritized as High. The High priority service target attaches to the incident with a two hour resolution time. When the service desk investigates the incident, they realize it has less impact on the business and they change the priority to Medium at 9:30 A.M. The Medium priority service target, with a resolution time of four hours, inherits the start time of 9:00 A.M. from the High priority service target rather than using the time that it was attached, which was 9:30. 

For a named group, only one service target can be attached to the same request at any time. However, multiple service targets can work concurrently if they do not belong to the same groups.

Before you begin

Before configuring request-based service target groups, see Defining-request-based-service-targets.

To create service target groups

1. From the Application Administration Console, select Service Level Management > Configure Application Settings > Service Target Groups and then click Open.
2. In the Configure Service Target Group Assignment form, click Create to create a new group.
3. In the Create New SLA Group form, do the following:
   • Enter a name in the Group Name field.
   • Select the form in the application to which the service target applies.
   • Select the goal type that is measured by the service targets.
4. On the Configure Service Target Group Assignment form, click OK .

To add service targets to a group

1. From the Service Level Management Console, select Service Targets.
2. Select a service target and click View, or create a new service target.
3. Click the Measurement tab.
4. In the Group field, select the group to which you want the service target to belong.

Impact of configuring different business entities for service targets that are part of same service target group

To add service targets not in a group

You can add the service targets that apply to the same Action Request System form, and have the same goal type, but they are not in the service target group you have selected.

1. From the Application Administration Console, select Service Level Management > Configure Application Settings > Service Target Groups and click Open.
2. In the Configure Service Target Group Assignment form, select the service targets from the Not in Group table, and click Add.

To remove service targets from a group

To remove service targets from a group, select a service target in the Service Targets In Group <groupName> table and click Remove.

To delete service target groups

1. To delete a service target group, select it from the list, then click Delete.

2. Click Yes to confirm.
   The SLA group is deleted.

   Warning

   Important

   Deleting a group also removes all the service targets from the group.