SLA progress bar

Using the Service Level Agreement (SLA) progress bar, you can monitor the progress of tickets or tasks against the applicable Service Level Agreements (SLAs), as defined in the Service Level Management Console. The SLA Progress bar appears at the top of the ticket or task, below the summary description.

The SLA bar displays the following colors:

When SLA is breached, it is displayed in red.
When SLA is in warning condition, it is displayed in orange.
When SLA is not breached, it is displayed in green.

Ticket or task status in the SLA progress bar

In most cases, when a ticket or task is moved to the In Progress state, the clock begins ticking against the SLA. As time against the SLA begins to accrue, the SLA progress bar fills from left to right and, as it progresses, it can change color from green to red. When the bar is green, the ticket or task is tracking well against the SLA; red tells you that an SLA threshold is approaching or that a threshold was breached; orange tells you that the ticket or task is in a warning state. The SLA bar movement stops when all the SLAs are paused or when all the SLAs are met. The text that is displayed at the right side of the bar gives information about the next SLA.

The message to the left of the SLA progress bar shows the ticket's or task's status: In Progress, Pending, Resolved, and so on. The message to the right of the progress bar tells you how much time is remaining until the next SLA is due.

Multiple SLAs

If there are multiple service level agreements that apply to a ticket or task, the color of the SLA bar is displayed based on the worst case scenario. For example, if any of the previous SLA is breached, the SLA bar remains red for the remaining SLAs. The overall SLA bar color indicates the overall SLA status. If there are multiple SLAs, where some are in Pending status and some are in In Progress status, you can click on the milestone which opens a bar with information about the statuses of all SLAs. SLA bar stops moving when any of the exclude condition or stop condition is met for all the SLAs.

If there are multiple SLAs and they are in Pending status, the SLA bar shows that the ticket or task is in warning state. In classic Smart IT, the color of the SLA bar is displayed based on the worst case scenario when multiple service level agreements apply to a ticket or task.

SLA progress bar in Pending state

Depending on the needs of your system, some SLAs can be configured to pause the clock if the ticket or task is placed in the Pending state. Other pending tickets or tasks might keep the clock running.

When you move a ticket or task to the Pending state, the system performs the following actions on the SLA progress bar:

Changes the status message to Pending.
If the SLA pauses the clock when it's put into a Pending state, it marks the SLA target as paused.
If multiple SLAs are associated with the ticket or task, some of which pause the clock while other keep the clock running, it shows you which SLAs are paused while continuing to count time against the SLAs that keep the clock running.

Actions when you close or cancel a ticket or task

When you move a ticket or task to the Closed or Cancelled state, the system performs the following actions on the SLA progress bar:

The SLA bar disappears if the Status of the ticket or task is moved to Cancelled.
The SLA bar is stopped if the Status of the ticket or task is moved to Closed.
Updates the time remaining message to show how much time was left against the SLA when you closed or cancelled it. For example, if you needed to close the ticket by 2:00 p.m. and you close it at 1:40 p.m., the SLA progress bar shows that you closed the ticket 20 minutes early.

SLA calculation when BMC Service Level Management is not installed

If BMC Service Level Management is not installed on your system, the SLA progress bar calculates the amount of time until the ticket or task is due based on the ticket's or task's due date or target date. The due date of a ticket or task is populated with the Service Target calculation, while target date is provided by the user.

Important

If you are using a tablet, you can best view the SLA information in the landscape screen orientation.

Instructions for classic interfaces

View instructions for Mid Tier

If BMC Service Level Management is installed, the Incident Request form shows overview and in-depth information about the incident in relation to the applicable service targets. You can view request-based service targets attached to incident requests. This enables you to see whether the service target has been met, missed, or is in a warning state.

The integration with BMC Service Level Management provides service level definitions for resolution and response time for incidents. Service targets and milestones that are associated with an incident are visible on a tab on the Incident Request form.

In addition to the user interface integration, Incident Management uses the definition structure of BMC Service Level Management. BMC Service Level Management has a plug-in architecture for helping users define terms and conditions for a service target, as well as measurements. Incident Management provides a user interface for this BMC Service Level Management plug-in architecture to make it simpler for users to build qualifications by using a query-by-example (QBE) model.

The following video (2:04) describes how to use service targets to prioritize incident requests.

Disclaimer

Although the concepts and procedures presented in this video are correct, the user interfaces shown are not current.

https://youtu.be/G9fb6WV6FuM

To view service targets related to an incident request

From the Incident Management console, open the relevant incident request record.

View the SLM Status icon from the Navigation pane.
The following table describes the SLM Status icon states:

Icon	Description
	Status: Not Attached No service target is attached to the incident.
	Status: Attached Green: The service targets are in compliance.
	Status: Warning Yellow: At least one service target is at risk.
	Status: Breached Red: At least one service target did not meet its goal.

Click the icon to display the SLM:IntegrationDialog form to see in-depth information about the incident in relation to the applicable service targets.
The status gauge on the SLM:Integration Dialog form shows the current status of the selected service target. The following table explains the colors and fields on the status gauge:
Status gauge on the SLM:Integration Dialog form

Color or field	Description
Green	The service target is in compliance.
Yellow	The service target has a warning status.
Red	The service target has missed its goal.
Due Date and Time	The goal time within which a response or a resolution for the incident must occur; otherwise, the goal is missed.
Time Until Due	The amount of time left until the goal is considered missed.
Time Past Due	The amount of time that has passed since the goal was due.

The following table describes the information in the SLM:IntegrationDialog form.
Information about the SLM:IntegrationDialog form

Field	Description
Incident ID	The ID of the incident.
Details	Click to see details about the selected service targets.
Service Target table
SVT Title	The name of the service target.
Goal	The type of goal for the service target: Response-time goal—The incident request must be responded to within the time specified. Resolution-time goal—The incident request must be resolved within the time specified.
Hours/Min	The response or resolution time stipulated in the goal.
Cost Per Min	The cost per minute for missing the response or resolution time goal.
Due Date/Time	The goal time within which a response or a resolution for the incident must occur; otherwise the goal is missed.
Progress	The status of the service target: Attached—The service target is attached to the incident. Detached— The service target is not attached to the incident. This occurs when the terms and conditions in the service target are no longer valid measurements for the attached incident. For example, if the terms and conditions in the service target are set to 'Priority'="High" and y ou change the priority of the ticket from high to low, the status of the service target changes to Detached. In Process—Work on the request is taking place. Pending—Work on the request is stopped (for example, waiting for a part or waiting for a response from the submitter). Warning—The service target is at risk. Missed—The service target has missed its goal. Met—The service target has met its goal. Invalid—The service target is disabled.
Milestones for SVT
Title	The title of the milestone.
Execution Time	The time that the milestone actions are executed.
Status	The current status of the milestone. The status is Active or Inactive (pending), or Action Performed.