Administration › Service Desk › Service Target Templates › Create a Service Target Template

Create a Service Target Template

You can create a service target template to measure service targets for requests, incidents, problems, issues, or change orders. After you create the template, you can link it to a service type.

Note: If multi-tenancy is installed, specify the tenant in the Tenant field.

Follow these steps:

1. Select Service Desk, Service Target Templates on the Administration tab.

   The Service Target Template List page opens.

2. Click Create New.

   The Create New Service Target Template page opens.

3. Select a ticket type from the Object Type field, and click Continue.
4. Complete the following fields as appropriate:

   Name

   Defines a descriptive identifier for the service target.

   Object Type

   Identifies the ticket type for this service target.

   Target Duration

   Specifies the maximum amount of time for service target completion in the hh:mm:ss format.

   Workshift

   Specifies the workshift which contains a range of working hours that are used in time calculations for a service target, for example, M-F 08:00-17:00.

   Cost

   Defines information such as the estimated cost associated with missing the service target.

   Record Status

   Indicates whether this target is active or inactive.

   Condition

   Specifies the name of the condition macro or site-defined condition that evaluates the ticket data and determines whether the service target is met.

   Required Outcome

   Specifies a True or False value that indicates whether the service target is complete.

   Allow Set Actual

   Specifies whether to allow users to set the date and time for a service target.

   Allow Reset Actual

   Specifies whether to allow users to reset the date and time for a service target.

5. Click Save.

   The service target template is created.