3 Replies Latest reply: May 7, 2012 12:15 PM by Arun Kumar RSS

    SLM - No Service Target Assigned

    Arun Kumar



      We are running ITSM 7.1, have created a Resolution based Service Target with Terms and Conditions for Crtical incidents assigned to a particular support group be resolved in 4 hours.


      Configured the Hours in the Single Goal Cost

      Specified the Measurement Criteria

      Set the Milestones and actions

      Built the ST successfully.


      Created an Agreement to be compliance 95%

      Set the Expiration and notification date

      Set the Review Period

      Set the Milestones and Actions.

      Built the Agreement successfully


      I created a critical incident and assigned it to the support group. I can see that the serivce target listed in the Service Target table under SLM tab and Progress = In Process.


      Also when there is a breach, the incident states Missed Goal or Met Goals when met.


      But the "Next Target Date" is not set and SLM Status is always "No Service Target Assigned". Is there any other setting that I am missing.




        • 1. SLM - No Service Target Assigned
          Gary Kincade



          You'll need to first turn the tracking on. Using the Application Administration Console, go to the area where you can configure SLM Goal Types, select the "Incident Resolution Time" goal type, check the "Incident Estimated Usage Tracking" checkbox (upper right) and save it. The next incident you create will populate these fields.


          Hope this helps,


          • 2. SLM - No Service Target Assigned
            Arun Kumar

            Hi Gary,


            Thanks for your time and help.


            I did check the Goal types, but I dont see "Incident Estimated Usage Tracking" check box.


            I went to Admin Console -> SLM->Configure Application Settings->Goal Types and selected the "Incident Resolution Time" goal type but I do not see the check box. All I see is Display Label, Goal Type, and Status.


            Is this not in SLM 7.1? or may be fixed in later version



            • 3. SLM - No Service Target Assigned
              Arun Kumar

              Hi Gary,


              I see what you have mentioned in SLM 7.5 documents.