1 of 1 people found this helpful
In order to achieve this you need to follow the steps mentioned below;
1) Configure data source. for this you need to fill up the necessary fields metioned below:
Data Source / App form : <Your form name>
Data Source Display as : <this how your data source should display when you are creating a Service targets>
Data Source instance ID: <this will automatically fetches>
Data Source Type : <AR system Application form>
Field As Unique Identifier: InstanceID
This is under basic tab.
Under request-based tab you need to enter the Start time for request based SVTs : <Reported Date> this is meant for the SLA to initials its service target.
MSP: make it no.
Qualification builder form : HPD:HPDSLM:Qualbuilder
same as incident
Once you finished all these above mentioned field click on Create field and then click on Create filter.
Then open the form called Configure SLA Goal Types
Display Label : <incident repsonse time> this is an example this is name which appear when you create the service target asking whether the ST is for response or for resolution.
Goal Type: <Request-based>
Status* : <Active>
Thus you can achieve your service target.
Hi Jijil Gopalan,
Sorry for bumping up the old thread. Can we add multiple data source on the same form with different field selection in start time request-based SVTs field and Reset Goal for the same request qualification? I see OOTB request-based start time SVTs field is Reported Date+, I need to use different field and different qualification for reset the goal for the same request.
What would be the right approach to handle such requirements?
Thanks in advance for the time and help.
3 of 3 people found this helpful
I believe we cannot add multiple data source with the same form name because when we try to select the same form (for e.g. HPD:Help Desk) this form name won't be appear in the Data Source/App Form* list.
Regarding the OOTB SVT Field we can change it to custom field instead of Reported Date+ we can add our custom field name but this will reflect for all the Incident related SLA's, orelse you can write some custom qualification to achieve this for e.g., as per below screenshot.