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

Edit a Service Target Template

You can update a service target template.

To edit a service target template

1. On the Administration tab, select Service Desk, Service Target Templates.

   The Service Target Template List page appears.

2. Right-click the desired service target template and select Edit.

   The Update Service Target page appears.

3. Complete the following fields:

   Name

   Defines a descriptive identifier for the service target.

   Object Type

   Identifies the type of ticket for this service target.

   Target Duration

   Defines the maximum amount of time for service target completion in the hh:mm:ss format. On an open ticket, the user can override this value.

   Target Duration

   Specifies the maximum amount of time for service target completion in the hh:mm:ss format. On an open ticket, the user can override this value. This is a required field.

   Workshift

   Specifies the Workshift which contains a range of working hours that are used in time calculations for the service target. For example, M-F 08:00-17:00. On an open ticket, the user can override this value.

   Cost

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

   Record Status

   Indicates whether this record is Active or Inactive.

   Condition

   Specifies the name of the condition (or site-defined condition) to evaluate the ticket data to determine whether the service target is met.

   Required Outcome

   Specifies a True or False value for the outcome of the condition.

   Allow Set Actual

   Select this check box if you want users to set the date and time for a service target. Clear this check box if you want to prevent date and time from being set.

   Allow Reset Actual

   Select this check box if you want users to reset the service target. Clear this check box if you want to prevent the service target from being reset.

4. Click Save.

   You can link the template to a ticket type, such as problem or incident.