When a service target is attached to an incident, what progress values can it show and what do they mean?

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    PRODUCT:

    BMC Atrium CMDB Suite


    APPLIES TO:

    BMC Atrium CMDB Suite



    QUESTION:

     
       BMC Service Level Management  
    DR: BMC Service Level Management;


    ANSWER:

     

    Legacy ID:KA302233

      
      BMC Service Level Management 
      
      There are various different progress values which a service target will show (when viewed in the Service Targets table on the SLM tab of an incident) which depend on the timing (due to escalations) and user actions. These correspond to the 'MeasurementStatus' field on the SLM:Measurement form. 
      
        
      
      When an incident is submitted or modified such that the terms and conditions of a service target are met, then that service target shows as attached.  
      
        
      
      When the start when condition of the service target is met, then that service target will change from attached to In Process. This is often the same submit or modify on the incident as the action which leads to the service target attaching, in which case we will see the service target in Process without seeing it seperately Attached first. 
      
        
      
      In version 7.1, there is a new value of warning - the default being 50% through the life of the service target. If a service target which is in process passes that amount of time without the stop condition being met, then the status will show as warning.  
      
        
      
      Furthermore, if the service target is "In Process" (7.0.x or 7.1) or "Warning" (7.1) and the goal time is passed without the Stop When condition being met then the Progress shows as "Missed Goal" 
      
        
      
      If the stop when condition is met when the service target goal has not passed then the Progress shows as "Met" 
      
        
      
      If the stop when condition is met when the service target goal has passed then the Progress shows as "Missed" 
      
        
      
      There is also a value of "Pending" for times when the 'Exclude When' condition is both defined on the service target and met on the incident. 
      
        
      
      There is also a status of "Detached" for when the Terms and Conditions of the Service Target are no longer true on the incident, but when the service target is not part of a service target group.  
      
        
      
      In version 6.0 there was a status of "Invalid" which applied if the service target had attached and the stop condition is met without the start (or exclude) condition ever having been met. I need to check if that one is still used in 7.x though and if it is the same reason.  
      
        
      
      The difference between "Missed Goal" and "Missed" is that, for a service target showing as "Missed Goal" the calculation of the service target is not complete (and thus is not counted towards compliance data).  
      
        
      
      "Missed Goal" still allows the results list to show the colour red but it is not until the stop when condition on the service target is true on the incident that the status changes to "Missed", the evaluation of the service target is complete and "Missed" can be counted towards compliance date 
      
        
      
      Additional information on SLM progress states is documented in the SLM User's Guide manual.  Following is excerpt from v7.1 User's Guide manual, pg. 54: 
      
        
      Measurement status
      
      The status information applies as described to the following service targets, the status might be visible in reports or in the dashboards. 
      
        
      Request-based service target
       - Attached�The Terms and Conditions apply and the record is created. 
       - In Process�The Start When measurement criteria are met; the measurements are taking place. 
       - Pending�The Exclude measurement criteria are met; measurements are not taking place. 
       - Warning�The Start When measurement criteria are met; the specified percentage of goal time has passed. The default is 50%. 
       - Met/Missed�The Stop When measurement criteria are met; the goal is assessed as being Met or Missed. 
       -    Missed Goal�The specified goal time has passed there is no change in the Status of the Incident request, for example. The Stop When criteria have not been met.

     


    Article Number:

    000030802


    Article Type:

    FAQ/Procedural



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