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This documentation supports the 20.02 version of Remedy Service Desk.To view an earlier version, select the version from the Product version menu.

Overview of BMC Service Level Management calculations

From the Incident Request form, you can view incident 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 for an incident can be determined by related CIs, product and service categorization, and many additional criteria.

The service target response time applies when an incident request's reported source is one of the following choices:

  • Email
  • Fax
  • Self Service
  • Voice Mail
  • Web
  • BMC Impact Manager Event
  • Other

In these cases, the Responded Date is blank until someone indicates that the incident has been responded to by updating the Response field on the Incident Request form to Yes. When support staff respond to an incident request from one of the previously noted sources, the Responded Date is set to the date that the incident was responded to.

The service target resolution time is configurable, a typical scenario would be from when the incident is recorded until it is resolved. The following scenarios can affect the calculated resolution time:

  • When an incident is in a pending state, it might not be included in BMC Service Level Management calculations if you select Client Hold for the status reason.
  • When a resolved incident is reopened, the BMC Service Level Management calculations account for time spent in the resolved state.

 

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Remedy Service Desk 20.02