Why is the SLM status field for a breached service target set to "Within the Service Target" for an incident in pending status?

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    PRODUCT:

    BMC Service Level Management


    APPLIES TO:

    BMC Service Level Management



    QUESTION:

     
       Prior to an incident being changed to Pending status, the SLM Status is correctly being set to "All Service Targets Breached" when the goal time for the service target passes without the service target being met.  Once the incident moves into Pending status, however, the SLM Status field is being updated to "Within the Service Target".  How can a service target that was previously breached show status as "Within the Service Target"?  
    BMC Service Level Management (version 7.1.00) DR: BMC Service Level Management;


    ANSWER:

     

    Legacy ID:KA307820

      
      The value of the SLM Status field is based on the value of the Measurement Status field on the SLM:Measurement form record for that service target.  When an incident moves into Pending status and that Pending status meets the exclude condition defined for the service target, the Measurement Status field on the SLM:Measurement form record is updated to "Pending".
      
        
      
      The value of the SLM Status field as "Within the Service Target" when a service target is in Pending status is correct and as-designed. There are four values defined for the SLM Status field on the HPD:Help Desk form:
      
        
      
           0 = No Service Targets Assigned
      
           1 = Within the Service Target
      
           2 = Service Target Breached
      
           3 = All Service Targets Breached
      
        
      
      The SLM Status field is updated on HPD:Help Desk form from one of four different ITSM workflow filters, depending on the value set for two fields set by other ITSM workflow that fires before these four filters. Following is summary of the four filters that control the value set for SLM Status field:
      
        
      
           INT:HPDSLM:INC:SLMSetTarget_782_SetStatus=0
      
           ( 'z1D Action' = "CALCULATE_SLMDATES" ) AND ( 'z1D Char01' = ) AND ( 'z1D Char02' = )
      
        
      
           INT:HPDSLM:INC:SLMSetTarget_783_SetStatus=1
      
           ( 'z1D Action' = "CALCULATE_SLMDATES" ) AND ( 'z1D Char01' = ) AND ( 'z1D Char02' != )
      
        
      
           INT:HPDSLM:INC:SLMSetTarget_784_SetStatus=2
      
           ( 'z1D Action' = "CALCULATE_SLMDATES" ) AND ( 'z1D Char01' != ) AND ( 'z1D Char02' != )
      
        
      
           INT:HPDSLM:INC:SLMSetTarget_785_SetStatus=3
      
           ( 'z1D Action' = "CALCULATE_SLMDATES" ) AND ( 'z1D Char01' != ) AND ( 'z1D Char02' = )
      
       
      
      The workflow that sets the values for the two fields that determine value for SLM Status field operate on five of the defined attributes of the Measurement Status field on the SLM:Measurement form:
      
        
      
           1 = In Process
      
           2 = Pending
      
           4 = Met
      
           5 = Missed
      
           7 = Missed Goal
      
        
      
      The value of the Measurement Status field on the SLM:Measurement form is displayed on the HPD:Help Desk form in the Progress column (SLAProgress_Col) of the Current SLA tablefield (CurrentSLAs_tbl) which is located on the same SLM tab where the SLM Status field is located.
      
        
      
      Following is summary of the workflow that determines value for the two fields used to control update to the SLM Status field:
      
        
      
           INT:HPDSLM:INC:SLMSetTarget_GetMissed
      
           ( 'SLAProgress_Col' = 5) OR ( 'SLAProgress_Col' = 7)
      
                z1D Char01 (1000000058) = MISSED
      
        
      
           INT:HPDSLM:INC:SLMSetTarget_GetMet
      
           ( 'SLAProgress_Col' = 4) OR ( 'SLAProgress_Col' = 1) OR ( 'SLAProgress_Col' = 2)
      
                z1D Char02 (1000000066) = MET
      
        
      
      When a service target meets the exclude condition, the value for Measurement Status field on the SLM:Measurement form is set to "Pending". When the ITSM workflow fires to update the SLM Status field on the HPD:Help Desk form, the value of Pending is evaluated as "MET" and Run If qualification for the following filter is met:
      
        
      
           INT:HPDSLM:INC:SLMSetTarget_783_SetStatus=1
      
           ( 'z1D Action' = "CALCULATE_SLMDATES" ) AND ( 'z1D Char01' = ) AND ( 'z1D Char02' != )
      
        
      
      It is this ITSM filter that is setting the SLM Status field on the HPD:Help Desk form to "Within the Service Target".
      
        
      
      The workflow that sets SLM Status field to "Within the Service Target" when the exclude condition for a service target is met is working as designed and any change to this design will require an RFE be submitted to ITSM product. Please note that workflow prior to v7.5 release that sets values for SLM fields on the HPD:Help Desk form is ITSM workflow that integrates with SLM data and is not SLM workflow.
      
    Related Products:  
       
    1. BMC Service Level Management

     


    Article Number:

    000031270


    Article Type:

    FAQ/Procedural



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