Use of Use Start Time as Defined on Application Form field

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    PRODUCT:

    BMC Service Level Management


    APPLIES TO:

    BMC Service Level Management



    PROBLEM:

     

    Use of "Use Start Time as Defined on Application Form" field.

    LP: BMC Service Level Management 7.6.03
    DR: BMC Service Level Management 7.6.03

    For example we have two service targets for incident response time - Critical (30 minutes, 24X7) and Non-Critical (2 business hours, 7AM-7PM). Critical target is defined as Critical priority for this example.

    We create an incident as Non-critical priority, so the 2 business hour target is attached. One hour later we respond and mark the ticket as "Responded". Now the Non-critical response time goal is "Met" and the measurement record is complete.

    Later we determine that the issue was really critical, and we raise the incident priority in order to get a faster resolution.

    Here is the problem. The Non-Critical service target is detached and new Critical service targets are attached. The Critical response time target is installed flagged as "Missed" because more then 30 wall-clock minutes have elapsed.

     

     


    SOLUTION:

     

    Legacy ID:KA364390

      

    The start time that should be considered for the calculation has to be defined on the service target itself. On the service target definition form > Goal and Cost tab > "Use Start Time as Defined on Application Form".

    This field value decides what the start time will be.

    If this option is checked, then the start time will be picked from the Application Administration Console > Custom Configuration > Service Level Management > Configure Application Settings > Data Sources > Select entry for HPD:Help Desk from the table. then go to Request Based tab > "Start time for Request Based SVTs" field value. If it is set to "Submit Date", the incident submit date will be considered as the start time.

    Else it will use the system time.

    a) When "Start Time for Request-Based SVTs" in Data Source is Reported Date+ by default, and you select "Use Start Time as defined on the Application Form" in SVT, then Start Time will be Reported Date+ for an incident, but not the time when the "Start When" measurement criteria is met for the SVT.

    b) When "Start Time for Request-Based SVTs" in Data Source is Reported Date+ by default, but you DON'T select "Use Start Time as defined on the Application Form" in SVT, then Start Time will be the time when the "Start When" measurement criteria is met for the SVT.

    c) When "Start Time for Request-Based SVTs" in Data Source is empty (remove Reported Date+), then Start Time will be the time when the "Start When" measurement criteria is met for the SVT.
     

      
    Related Products:  
       
    1. BMC Service Level Management

     


    Article Number:

    000086742


    Article Type:

    Solutions to a Product Problem



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