Create a Service Target Template

A service target is the estimated time frame for completing and resolving a ticket. To minimize Service Level Agreement (SLA) violations, create service target templates for analyzing each stage of ticket resolution. A service target template is a set of service targets with conditions for managing and prioritizing tickets. Each template identifies a condition, deadline, and relative cost for failing to complete the service target on time.
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HID_CreateServiceTargetTemplate
A
service target is the estimated time frame for completing and resolving a ticket. To minimize Service Level Agreement (SLA) violations, create service target templates for analyzing each stage of ticket resolution.
A
service target template
is
a set of service targets with conditions for managing and prioritizing tickets. Each template identifies a condition, deadline, and relative cost for failing to complete the service target on time.
You can apply service target templates to requests, incidents, problems, change orders, and issues. When you link the service target template to a service type for a ticket, the service target automatically attaches only to new tickets.
On new tickets with service targets, analysts can use the Remaining Time and Violation Cost fields to prioritize ticket resolution. During ticket creation, a service type assigns one or more service targets to track each stage of the ticket resolution. Each time the ticket opens or changes, the active service target evaluates the condition. If the condition is met, the ticket and activity log show the actual completion time.
If you are also using priority calculation, fields such as Priority automatically update and can affect the way service targets attach to tickets. After you configure a service target template, test your service targets on the intended ticket type.
You can create a service target template to measure service targets for requests, incidents, problems, issues, or change orders. After you create the template, you can link it to a service type.
If multi-tenancy is installed, specify the tenant in the Tenant field.
Follow these steps:
  1. Select
    Service Desk
    ,
    Service Target Templates
    on the
    Administration
    tab.
  2. Click
    Create New
    .
  3. Select a ticket type from the
    Object Type
    field, and click
    Continue
    .
  4. Complete the following fields as appropriate:
    • Name
      Defines a descriptive identifier for the service target.
    • Object Type
      Identifies the ticket type for this service target.
    • Target Duration
      Specifies the maximum amount of time for service target completion in the hh:mm:ss format.
    • Workshift
      Specifies the workshift which contains a range of working hours that are used in time calculations for a service target, for example, M-F 08:00-17:00.
    • Cost
      Defines information such as the estimated cost associated with missing the service target.
    • Record Status
      Indicates whether this target is active or inactive.
    • Condition
      Specifies the name of the condition macro or site-defined condition. Evaluates the ticket data and determines whether the service target is met.
    • Required Outcome
      Specifies a True or False value that indicates whether the service target is complete.
    • Allow Set Actual
      Specifies whether to allow users to set the date and time for a service target.
    • Allow Reset Actual
      Specifies whether to allow users to reset the date and time for a service target.
  5. Click
    Save
    .
    The service target template is created.