4 Replies Latest reply on Mar 6, 2012 9:18 AM by Gary Kincade

    Request-based service targets incidents

    Andrea Rose



      sometimes our service desk selcts a "dummy" service (without service targets) when creating an incident because the correct service is unknown at this moment. Afterwords the service must be changed to the correct service (with service targets). If this happens in status "Resolved" or "Closed"  the correct service target is attached but the SLM status goes to missed though the target was met. The last modified date is used to calculate the status and not the last resolved date as we would like.


      Is it possible to configure the targets in in a way that we get the behaviour we like to have?


      Our targets are all defined with the following measurment criterias.