- When a ticket is created and the there is a SLM rule the system the system scans to see if there is a service level target (SLT) that matches the ticket
- If there is a matching SLT the system creates a work target and links it to the ticket.
The ticket triggers the system to scan for matching SLT(s) and create work targets as needed.
SLT = Service Level Target, this is where you enter the data for what the target is, response, resolution, P1 etc.
WT = Work Target, this is where the results of the SLT is tracked.
Think of the SLT as the question and the WT as the answer. The question is "is there a Service Level target for this ticket and the answer is Yes and its " 4 hour response time based on a 24x7 work schedule".
I feel like I'm so close but something is missing.
1) I have the SLM business rule in the Service Desk (SD)
2) I have created the SLT "tickets" in the Service Portfolio (SP) - 1 for each of my "priority scores"
3) I have a link control on my SD ticket using the "Ticket to Work Target" relationship in SD
4) I have a relationship in my SP for "Work Target to SLT", where do I put the Link control for this relationship? The books says on the SLT? **Can that be right?**
5) I have my :"priority score" field on the SD-Incident, SP-Work Target and SP-SLT
What else am I missing?
Hi Donna -
On the SLT you should have a field for the priority that is an exact match to the priority field in your ticket.
You do not really need the link control for the relationship in your bullet 4, it would only allow you to see the work targets that are linked to a SLT.
I have attached (i hope) my cheat sheet for SLA's hope it helps you a bit.
SLA Work Targets.pdf 228.4 K
Nothing attached. :-(
I've been studying the book and the online help for 2 weeks now. All my diagrams look just like the one in the video above!! ha!
can't figure out what's not working....
should be there now
Should there be a "link" between "SLT" and "WT"?
If so, on which one and which link type?
Also the service level target is the one that connects with the ticket and based on matching fields will create a work target. The work target will then count down the preset time.
Basically the Service level target is where you set up everything you want to happen then the work target carries out the counting.
You need a link between the service level target and the work target, as well as the work target to the ticket activating these things
I swear I have everything setup as outlined, but no work target links are showing up on my ticket?
have any work targets been created at all? go to service portfolio tab and look if there are any pending. Also what field are you using to create the work targets off of? that fields needs to be on the ticket and the service level target. Also did you create a service level target?
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also this happened to me , that there was a field on my ticket with same name as one on SLT and the system automatically tried to matching them causing no work targets to be created until they matched
I just setup brand new "SP' and "SD" workspaces. Only setup the things needed in your "cheat sheet" and it worked.
Does it matter where the SLM Business Rule is in the list of Business Rules? does it need to be "in front"?