
Hi there,
I have a requirement that will create a mini help desk form. This is a custom form which have a totally different field definition with help desk, but would use the SLM workflow for the set of service targets that will be defined using that custom form.
is there a way for me to use the SLM in a customized application?
thanks for your inputs!
Hi Kevin, Yes surely we can do this, there is option in the configuration from where you can integrate the costume application with SLM module. Data Sources need to be configured to allow the application to work with service targets. Configure Data Sources are only used if you are configuring custom AR System applications to work with SLM. Go to the application administration console -> custom Configuration -> SLM -> Configure application setting -> Data Source, here create a data source for SLM module to integrate with your custom application. SLM will create some fields on you form, some back end join form and some work flow for the same. after this you can create a Service targets for your customized application, just few more inputs from my end is use the same service target and milestone table from incident with same qualification to make visible the attached service targets on the custom application. there are some other work flow to set the next target date and slm status which you can create take a reference from incident module to do the same. the SLM Configuration Guide will be help full for detailed help :) Hope this will help. Cheers, Ratish
For SLM to be integrated in the new Application, Data Source needs to be configured to allow the application to work with service targets. Select the Form as Data Source Display field and set “Request ID*” field as the Unique Identifier. When clicked “Create fields” will create Join Form from of Primary Form and “SLM:Measurement” Form as a Secondary Form. Once the Form is created successfully, click on “Create Filter” which will create all the SLM related Filters automatically.
Once Data Source is configured, next step is to create the “Goal Types”. This configuration task allows adding a customized name to the goal type that is provided out-of-the-box with the application. Create a Goal Type named “X Resolution Time” and select Goal type as “Request-Based”.
When a Service Target is attached to a record, a record is created in “SLM:Measurement” Form.
If you need further help in creating the platform and related filters for creating the filters for different status of Met, Warning, and Missed, please do let me know.