Managing service targets in Work Order Management

In the Work Order form, you can view service targets defined in BMC Service Level Management. Service targets can be defined in BMC Service Level Management for response time and resolution time. Service targets can be determined by related CIs, and many other criteria. The Next Target Date field indicates the next deadline out of all the service targets attached to the work order.

To view service targets related to a work order, open the work order. The SLM status appears on the Work Order form.

The following table lists the status icons:

 The colors on the Status Gauge on the SLM:Integration Dialog form show the current status of the selected service targets.

The following table explains the items on the Status Gauge:

The following table describes the information in the SLM:IntegrationDialog form:

To create service target terms and conditions for a work order

1. From the Service Level Management Console, click the Service Target tab.
2. Click Create.
3. In the Service Target wizard, enter a title for the service target in the Title field.
4. Optionally, enter a description of the service target in the Description field.
5. From the Applies To list, select Work Order.
6. In the Goal Type field, select Work Order Resolution.
   The work order must be completed within the time specified
7. Click Define next to the Terms and Conditions field to open the Qualification Builder.
8. Enter any criteria to build the qualification. All fields are optional.
   Company, Region, Site Group, and Site responsible for resolving the work order
9. In the Customer tab, enter criteria in the Requested For and Operational Level Agreement (OLA) categories.
10. Select Exact Match if you want the term used in the qualification to be exactly the same as you have selected or typed in the field. If Exact Match is not selected, you can type in partial words to be used in the qualification.
11. In the Classification tab, enter criteria in the fields.
12. In the Assignment tab, enter criteria in the Change Manager and Change Assignee categories.

13. Click Show Qualification to enter your qualification in the Qualification field.
    An example of a qualification is as follows:
    'Priority' = "Medium" AND 'Location Company' = $\NULL$ AND 'Customer Company' = "ABC Company" AND 'Customer Organization' = "SMBU" AND 'Customer Department' = "Research and Development" AND 'Product Cat Tier 1(2)' = "Hardware" AND 'Product Cat Tier 2(2)' = "Inventory" AND 'Product Cat Tier 3(2)' = "Laptop" AND 'Owner Support Company' = $\NULL$

    Important

    To build a custom qualification, select Yes in the Custom Qualification check box, and enter your qualification in the Advanced Qualification Builder.

14. Save your qualification.

    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.