What is Service Target Settings in Remedyforce

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    PRODUCT:

    Remedyforce Service Desk


    APPLIES TO:

    Service Target



    DETAILS:

    What are Service Target Settings in Remedyforce?
    Remedyforce Administration | Application Settings | General Application Settings | Service Target Settings

    This is a new enhancement in Winter 19 release.


    Starting this release, the service target fields of open records can be saved and can be viewed in the SLA reports. Earlier, the SLA reports showed the service target fields values only for the closed records.
    A new administration setting, Calculate Service Target Report Fields Every, is introduced that runs a job at a specified interval and calculate the service target values for open records. The following fields are introduced to save the values:

       
    • Relative Elapsed Time in Minutes
    •  
    • Relative Elapsed Time in Day(s) HH:MM
    •  
    • Relative Time Remaining in Minutes
    •  
    • Relative Time Remaining  in Day(s) HH:MM
    •  
    • Relative Paused Duration in Minutes
    •  
    • Relative Paused Duration in Day(s) HH:MM
    •  
    • Job Run Time
       When a job is run at a scheduled time, Relative Elapsed Time in Minutes, Relative Time Remaining in Minutes, and Relative Paused Duration in Minutes fields get calculated according to the current time that is saved in the Job Run Time field. Relative Elapsed Time in Day(s) HH:MM, Relative Time Remaining in Day(s) HH:MM, and Relative Paused Duration in Day(s) HH:MM fields will display the same information in the date and time format. The calculations are performed based on business hours set from SLA configuration. 
    You can view these fields in the following SLA reports:  
       
    • Incident Service Targets
    •  
    • Change Request Service Target
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    • Task Service Target
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    • Problem Service Target
       For more details,please check the BMC doc:
    https://docs.bmc.com/docs/display/remforce201901/20.19.01+enhancements#id-20.19.01enhancements-ServiceTargetreportingandServiceLevelAgreementdashboard

      

     


    Article Number:

    000165719


    Article Type:

    Product/Service Description



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