Incidents › Edit Service Targets

Edit Service Targets

Service targets determine whether Service Level Agreements (SLA) have been met within the required time frame. If a service type has a set of service targets, you can view the status and deadlines for completing each target on the ticket. If necessary, you can update or override service target values such as Workshift.

To edit service target values

1. On the Service Desk tab, select Incidents, Problems, Requests, Change Orders, or Issues.

   The ticket detail page appears.

2. Click the Service Type tab.

   Additional Service Type information appears at the bottom of the ticket.

   Note: Service targets appear on tickets that meet the conditions that the Administrator sets up. Priority calculation can be a factor in how target information calculates and displays.

3. In the Target column, click the target.

   The Service Target Detail page appears.

4. Click Edit.

   The Update Service Target page appears.

5. Complete the following fields as appropriate:

   Name

   Identifies the service target.

   Target Duration

   Specifies the amount of allotted time to perform the service target. You can only override this value by editing the ticket.

   Workshift

   Displays the schedule to use for service target time calculations.

   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

   Displays the required result of the condition or site-defined condition Macro.

   Cost

   Specifies the penalty that incurs for missing the target. This information also displays on the ticket.

   Target Date/Time

   Specifies the deadline for completing the target. If the ticket is in a Hold status or the target has been met, this field is blank.

   Actual Date/Time

   Specifies the date and time that the condition was satisfied or the user clicked Set Actual.

   Time Left

   Specifies the amount of remaining time for the service target. A negative value indicates the amount of time that exceeded the target time frame.

   Allow Set Actual

   Lets users set the date and time of a service target.

   Allow Reset Actual

   Lets users reset the service target.

   Last Modified Date/Time

   Displays the date that this ticket was last modified.

   Service Type

   Displays the Service Type that attached this service target.

   Service Target Template

   Specifies the name of the service target template to link to the service type.

   Last Modified By

   Displays the name of the last person who edited the ticket.

   Lock Target Date/Time From Hold Recalculations

   Prevents automatic target date and time updates when the ticket goes on hold or is delayed.

6. Click Save.

   The system saves and updates the service target.

More information:

View Ticket Counters and Timers for Service Targets

View Service Target Status