Defining terms and conditions for service targets

Terms and conditions are the circumstances under which request-based, availability, and compliance-only service targets are in effect. When a request is submitted that fulfills these terms and conditions, the service target is attached to the request. In the case of a compliance-only service target, the terms and conditions are qualifying the set of data from the Action Request System form. The fields used in the terms and conditions must not change through the lifespan of the request because these fields are used in the measurement processing. 

For example, the terms and conditions might state that urgent service desk cases from the Engineering department are applied to a specific service target.

Important

If the terms and conditions no longer apply, the Detach feature removes the service target from the request. However, if you update a new CI Unavailability record and if the Terms and Conditions of the service targets no longer apply, the Detach feature does not remove the service target from the request. For more information, see KA413254.

Qualification Builder for creating expressions

You can use the Qualification Builder to create expressions with the Application field, Keywords, and Symbols lists to enter your qualification, or you can type the qualification manually. 

The following example means that this service target applies to every record in a configured AR System form that has the category of "Hardware" and a priority of "Urgent," if it is submitted, modified, or imported. 

'Category' = "Hardware" AND 'Priority' = "High"

Other examples are as follows:

'Priority' = "High" AND 'Urgency' = "3-Medium"
'Company' = "ABC Company" AND 'Organization' = "Finance" AND 'Department' = "Payroll" AND 'Site' = "San Francisco, CA"
'Category' = "Business Service" AND 'Type' = "Customer Service"

Qualification builder forms

When you create service targets for Requester Console, BMC Service Request Management, BMC Helix ITSM: Service Desk: Incident Management, BMC Helix ITSM: Change Management, Release Management, and BMC Helix ITSM: Asset Management, you use the following qualification builder forms for the application to which you are going to relate the service targets:

  • Requester Console—SRM:SLMSRM:Qualbuilder
  • BMC Service Request Management—WOI:WOISLM:Qualbuilder
  • BMC Helix ITSM: Service Desk: Incident Management—SLM:HPDSLM:Qualbuilder
  • BMC Helix ITSM: Change Management—SLM:CHGSLM:Qualbuilder
  • Release Management—SLM:RMSSLM:Qualbuilder
  • BMC Helix ITSM: Asset Management—SLM:ASTSLM:Qualbuilder

These forms are installed with the integration installations, and appear when you define the terms and conditions for the service target.

To build a custom qualification

  1. Log on to the Service Level Management Console.
  2. Click the Service Target tab.
  3. To open the Service Target wizard, click Create.
  4. Enter the basic information for the service target into the appropriate fields.
  5. To open the Qualification Builder, click Define next to the Terms and Conditions field.
  6. In the Custom Qualification box, select Yes.
  7. In the Advanced Qualification Builder, enter your qualification by typing entries or use the operators, keywords, and fields from the application form.
  8. Click OK to return to the Qualification Builder.
    The system enters your Qualification in the Qualification field.

  9. Save your qualification.

    Important

    If the service target is related to an agreement with an associated business service CI, an additional qualification is added to your terms and conditions.

Rules for defining terms and conditions

Some rules for defining terms and conditions are as follows:

  • Limit the Terms and Conditions statement to 32k when you build a service target. Otherwise, the statement will be truncated and your service target will not build.

Important

  • If you are running an environment with double-byte characters, the AR System server could determine that your Terms and Conditions should be less than 32k as the maximum size.
  • When you create an SVT by using a locale other than English, make sure that you do not use the localized Terms and Conditions statement. Use ENUM values instead of the qualification field values from the drop-down list.
  • You must enter double quotation marks for strings. Do not include double quotation marks for integer fields.
  • Do not include special characters or carriage returns.
  • Do not use fields that change during the life cycle of the request, for example the Status field.
  • Do not use the transaction (TR) value in the field because this value will not be true the next time the request is modified.
  • Do not use Display Only fields because these fields might not be loaded when the filter processing starts.
  • Do not use the Assignee Group field (ID 112) when setting your terms and conditions because this field is used for assigning permissions and the assignee group is stored as a number.

The values that you define in the qualification should match the values in the application form, or View form in the case of compliance-only service targets. For example, in the Service Level Management Sample Application, acceptable values for Priority include Low, Medium, High, and Urgent.


 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*