Setting dynamic goals for service targets

When using request-based service targets, you can create a more dynamic goal setting for your service target than if you specify the goal at the time of the service target definition. You can either use an elapsed time measured in seconds (time-elapsed goal), or specify a date and time for the goal (end-time goal).

To use a time-elapsed service target goal defined on the application form

1. Create an Integer field on the application form that you want to contain the service target goal.
    In our example is the service target Goal (seconds) field.
2. Create the workflow that populates the field that you created in step 1, when specific criteria are met.
3. From the Application Administration Console, select Service Level Management > Configure Application Settings > Data Sources.
4. Select the relevant data source (application) in the Configure Service Target Data Source table.
5. Select Request-Based.
6. In the Reference Goal for Request-based service targets field, select the field on the application form that you created in step 1.
7. From the Service Level Management Console, create your service target or open a current service target that you want to modify.
8. Select Goal and Cost.
9. Select Use Goal as defined on the Application Form checkbox.

To use a service target start time defined on the application form

When using request-based service targets, you can create a more dynamic start time for your service target, than if you specify the start time during the service target definition.

1. Create a Date/Time field on the application form that you want to contain the service target goal.
    In our example is it SLMStartTime.
2. Create any workflow to populate the application field that you created in step 1.
3. From the Application Administration Console, select Service Level Management > Configure Application Settings > Data Sources.
4. Select the relevant data source (application) in the Configure Service Target Data Source table.
5. Select Request-Based.
6. In the Start Time for Request-Based service targets field, select the field on the application form that you created in step 1 to hold the start time.
   In our example, SLM Start Time.
7. From the Service Level Management Console, create your service target or open a current service target that you want to modify.
8. Select Goal and Cost.
9. Select the Use Start Time as defined on the Application Form check box.

To use an end time as defined on the application form

When using request-based service targets, this feature allows you to define a service target end time defined on the application form. For Reference End Goal for Request-Based service targets, the downElapsedTime field in the SLM:Measurement form is not calculated. 

1. Create a Date/Time field on the application form that you want to contain the service target end time. In our example it is the service targetEndGoal field.
2. Create the workflow that populates the field that you created in step 1, when specific criteria are met.
3. From the Application Administration Console, select Service Level Management > Configure Application Settings > Data Sources.
4. Select the relevant data source (application) in the Configure Service Target Data Source table.
5. Select Request-Based.
6. Select the Use End Time check box to display the Reference End Goal for Request-Based service targets.
7. In the Reference End Goal for Request-Based service targets field, select the field that you created in step 1 (service targetEndGoal in our example).
8. From the Service Level Management Console, create your service target or open a current service target that you want to modify.
9. Select Goal and Cost.
10. Select the Use Goal as defined on the Application Form checkbox.