A service target is an estimated time frame for completing a ticket. To minimize SLA violations, you can create service target templates to measure each stage of ticket resolution. A service target template is a set of service targets with conditions for managing and prioritizing tickets. Each template identifies a condition, deadline, and relative cost for failing to complete the service target on time.
You can apply service target templates to requests, incidents, problems, change orders, and issues. When you link the service target template to a service type for a ticket, the service target automatically attaches only to new tickets.
On new tickets with service targets, analysts can use the Remaining Time and Violation Cost fields to prioritize ticket resolution. During ticket creation, a service type assigns one or more service targets to track each stage of the ticket resolution. Each time the ticket opens or changes, the active service target evaluates the condition. If the condition is met, the ticket and activity log show the actual completion time.
Note: If you are also using priority calculation, fields such as Priority automatically update and can affect the manner in which service targets attach to tickets. After you configure a service target template, test your service targets on the intended ticket type.
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