Incidents › Edit Service Targets › View Ticket Counters and Timers for Service Targets

View Ticket Counters and Timers for Service Targets

If an analyst assigned a set of service targets to a ticket, you can view the status and deadlines for completing each target.

To view ticket counters and timers for a service target

1. On the Service Desk tab, display a list of 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.

3. In the Target column, click the Service Target for additional information.

   The Ticket Counters and Timers section appears near the bottom of the Assigned Service Target Detail page. The Assigned Service Target Detail page displays the following fields:

   Name

   Displays the name of the service target.

   Target Duration

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

   Workshift

   Displays the schedule used for time calculations for the service target.

   Condition

   Displays the condition or site-defined condition macro that evaluates the ticket data to determine whether the work can complete within the target time frame.

   Required Outcome

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

   Cost

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

   Target Date/Time

   Displays the deadline for completing the target. If the ticket is in a Hold status or the service 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

   Displays 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

   Displays whether you can set the actual time. Yes indicates that you can set the Actual Date/Time of a Service Target. No indicates that you cannot override the Actual Date/Time.

   Allow Reset Actual

   Displays whether you can restart the time. Yes indicates that you can reset the Actual Date/Time of a Service Target. No indicates that you cannot reset the Actual Date/Time.

   Last Modified Date/Time

   Displays the date that this ticket was last modified.

   Last Modified By

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

   Service Type

   Displays the name of the service type that attached this service target.

   Service Target Template

   Displays the name of the service target template that was linked to the service type that was used to create this Service Target.

   Lock Target Date/Time From Hold Recalculations

   Locks the Target Date/Time from being automatically updated when the ticket goes on hold or is delayed.

   Last Start Date/Time

   Displays the last time the service target timer was started.

   Ticket Status

   Displays the value of the Status field of the ticket.

   Hold Status

   Displays whether the ticket status has placed the ticket on hold.

   Last Hold Date/Time

   Displays the last time the ticket was placed on hold.

   Hold Count

   Displays the number of times the ticket was placed on hold.

   Last Resolved Date/Time

   Displays the last time the ticket transitioned to a resolved status.

   Resolved Count

   Displays the number of times that the ticket changed to resolved status.

   Last Closed Date/Time

   Displays the last time the ticket was changed to a closed status.

   Closed Count

   Displays the number of times the ticket changed to a closed status.

   Ticket Open Date/Time

   Displays the date and time the ticket opened.

   Ticket Resolved Date/Time

   Displays the date and time the ticket resolved.

   Ticket Closed Date/Time

   Displays the date and time the ticket closed.