How to Create Service Targets

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HID_Service_Target_Templates
This article contains the following topics:
To minimize the SLA violations, you can create a set of service target templates to measure each stage of ticket resolution. Like Service Types, each service target contains a condition and estimate of completion time. However, service targets do not provide an action mechanism.
During the ticket creation, a Service Type assigns one or more service targets to track each stage of the ticket resolution. Each time the ticket changes, the active service targets evaluate the condition. If the condition is met, the ticket and activity log show the actual completion time. When the time exceeds the estimated time, the ticket displays the amount of time by which the target was missed.
Service targets let you do the following actions:
  • Verify that tickets of the same Service Type follow the same service targets.
  • Monitor whether tickets are closed within the required time frames.
  • View information such as the remaining number of minutes before a service target completes.
When creating service target templates, consider the following points:
  • Consider the required outcome for meeting the service target. Use an existing Condition or Site-Defined Condition Macro to evaluate ticket data. If necessary, modify or write a new macro to manage the service target.
  • Calculate the projected violation and penalty costs based on the SLA agreements.
  • Assign at least one service target template to a Service Type.
Follow these steps:
  1. Create a service target template to manage requests, incidents, problems, change orders, or issues.
  2. Assign the service target template detail to a ticket category such as request, incident, problem, change order, or issue tickets.
    At the time of ticket creation, the appropriate template automatically attaches to the ticket based on the Service Type. Each time a user creates a ticket, the status of the service target automatically displays in the Service Type tab.
Create a Service Target Template
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.
    The
    Service Target Template List
    page opens.
  2. Click
    Create New
    .
    The
    Create New Service Target Template
    page opens.
  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 that 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.
Link a Service Target Template to a Service Type
When you link a service target template to a service type, the targets are automatically attached to a ticket when the service type is assigned. You can only assign a service target template once to a service type. Many different service targets can be linked to a service type.
Follow these steps:
  1. Select
    Service Desk
    ,
    Service Types
    on the
    Administration
    tab.
    The
    Service Type List
    page opens.
  2. Select a service type.
    The
    Service Type Detail
    page opens.
  3. Select the target tab for the selected object type. For example, if you have created the service target for request, select
    Request Targets
    tab to manage problem, incident, and request tickets.
  4. Click
    Link Service Target Template
    .
    The
    Create New Linked Service Target Template
    page opens.
  5. You can enter a value directly or click the magnifying glass to search for a service type.
  6. Click
    Continue
    .
  7. Make changes to the service target template, if necessary.
  8. Click
    Save
    .
    The service target template is linked to the service type.
View Ticket Counters and Timers for Service Targets
If an analyst assigned a set of service targets to a ticket, you can view the status and deadlines for completing each target.
Follow these steps:
  1. On the Service Desk tab, display a list of Incidents, Problems, Requests, Change Orders, or Issues.
    The ticket detail page appears.
  2. Click the Service Type tab.
    Additional Service Type information appears at the bottom of the ticket.
  3. In the Target column, click the Service Target for additional information.
    The Ticket Counters and Timers section appears near the bottom of the Assigned Service Target Detail page. The Assigned Service Target Detail page displays the following fields:
    • Name
      Displays the name of the service target.
    • Target Duration
      Displays the amount of allotted time to perform the service target. You can only override this value by editing the ticket.
    • Workshift
      Displays the schedule used for time calculations for the service target.
    • Condition
      Displays the condition or site-defined condition macro that evaluates the ticket data to determine whether the work can complete within the target time frame.
    • Required Outcome
      Displays the required result of the condition or site-defined condition Macro.
    • Cost
      Displays the penalty that incurs for missing the target. This information also displays on the ticket.
    • Target Date/Time
      Displays the deadline for completing the target. If the ticket is in a Hold status or the service target has been met, this field is blank.
    • Actual Date/Time
      Specifies the date and time that the condition was satisfied or the user clicked Set Actual.
    • Time Left
      Displays the amount of remaining time for the service target. A negative value indicates the amount of time that exceeded the target time frame.
    • Allow Set Actual
      Displays whether you can set the actual time. Yes indicates that you can set the Actual Date/Time of a Service Target. No indicates that you cannot override the Actual Date/Time.
    • Allow Reset Actual
      Displays whether you can restart the time. Yes indicates that you can reset the Actual Date/Time of a Service Target. No indicates that you cannot reset the Actual Date/Time.
    • Last Modified Date/Time
      Displays the date that this ticket was last modified.
    • Last Modified By
      Displays the name of the last person who edited the ticket.
    • Service Type
      Displays the name of the service type that attached this service target.
    • Service Target Template
      Displays the name of the service target template that was linked to the service type that was used to create this Service Target.
    • Lock Target Date/Time From Hold Recalculations
      Locks the Target Date/Time from being automatically updated when the ticket goes on hold or is delayed.
    • Last Start Date/Time
      Displays the last time the service target timer was started.
    • Ticket Status
      Displays the value of the Status field of the ticket.
    • Hold Status
      Displays whether the ticket status has placed the ticket on hold.
    • Last Hold Date/Time
      Displays the last time the ticket was placed on hold.
    • Hold Count
      Displays the number of times the ticket was placed on hold.
    • Last Resolved Date/Time
      Displays the last time the ticket transitioned to a resolved status.
    • Resolved Count
      Displays the number of times that the ticket changed to resolved status.
    • Last Closed Date/Time
      Displays the last time the ticket was changed to a closed status.
    • Closed Count
      Displays the number of times the ticket changed to a closed status.
    • Ticket Open Date/Time
      Displays the date and time the ticket opened.
    • Ticket Resolved Date/Time
      Displays the date and time the ticket resolved.
    • Ticket Closed Date/Time
      Displays the date and time the ticket closed.
View Service Target Status
On an open ticket, you can view the status for each service target. Status information such as Time Left and Violation Cost help you prioritize your work.
Follow these steps:
  1. On the Service Desk tab, display a list of Incidents, Problems, Requests, Change Orders, or Issues.
    The respective ticket list displays with the following Service Target information:
    • Service Target
      Displays the time that the next service target is due.
    • Projected Violation
      Displays the incurred cost when the service type time limit is violated.
  2. Select the ticket you want from the list page.
    The ticket detail page appears.
  3. Select the Service Type tab.
    Service targets appear on tickets that meet the conditions that the administrator sets up. Priority calculation can be a factor in how target information calculates and displays.
    If the ticket meets pre-defined target conditions, the Service Targets List the following information about service targets:
    • Action
      Sets or resets the Actual Date/Time to the current date and time.
    • Target
      Specifies the current service target for the ticket.
    • Target Date/Time
      Specifies date and time when this service target is due. If the ticket is in a Hold status, this value is blank.
    • Actual Date/Time
      Specifies the time when the target condition was met. If no value appears, the target condition has not been met.
    • Time Left
      Specifies the amount of remaining time for the service target when the ticket is on hold. If the service target has been met, the Time Left field shows the unused time. A negative value indicates the amount of time that elapsed since the missed target date.
    • Violation Cost
      Displays the penalty that incurs for missing the target. This information also displays on the ticket.