Goal
In the Service Portfolio, Service Level Management will be used to identify response and resolution targets based on the work targets. The work targets are system-generated objects that are created when a match exists between the service level target and the ticket item. Notifications will be generated based on a percentage of time elapsed since ticket creation and on SLM failure.
The solution used in this case is an exercise that can be formulated to fit any environment. The solution is based on matching the Priority field of the ticket. The assumption is that the ticket priority field is set as single select with choices of Critical, High, Medium, and Low.
Applicability
FootPrints Service Core version 12.x running on Microsoft Windows Server 2008/2012.
Prerequisites
- Administrator access to FPSC v.12.
- A complete workspace container with a ticket item, an address book container item, and a service portfolio container item. x
Background
Service Level Management is documented in the BMC Product Documentation guide; however, putting all the functionality together warrants searching various locations in the document. Some Service Level Management information is in the Service Portfolio section, and other information is in the business rules section. Without knowing what to look for will lead to confusion.
Service level management (SLM) uses ticket definitions in workspaces and in service portfolios combined with business rules that trigger target date calculations. You must define a business rule for each item in the workspace that you want to interact with SLM and for each Work Target item in the related service portfolio. For example, you can create business rules to send email when a certain percentage of the fulfillment is completed or a certain percentage of the total allowed time has passed.
Service level targets (SLTs) are defined in individual items in your service portfolios. They contain several built-in fields, such as Response Time Resolution Time.
The Solution
Within the Service Portfolio container and for the Service Level Target, create and add a field named Priority (dropdown; Choices Critical, High, Medium, Low) and add the field to the Agent Web form.
Make sure both the Workspace ticket item and the Service Portfolio Service Level Target have matching Priority fields.
Save and Publish the Service Portfolio.
From the top-level consoles, click More and select Service Portfolio.
Select Actions, New, Service Level Target
Create the following Service Level Targets resolution targets: (Use the Normal Work Week or create a 24X7 Work Schedule)
- “Critical Resolution Target” 4 Hours
- “High Resolution Target” 8 Hours
- “Medium Resolution Target” 24 Hours (or 3 Days)
- “Low Resolution Target” 80 Hours (or 10 Days)
Additionally, configure these response targets
- “Critical Response Target” 15 minutes
- “High Response Target” 15 minutes
- “Medium Response Target” 15 minutes
- “Low Response Target” 15 minutes
Three specific relationships must exist: in the Workspace (1 relationship) and the Service Portfolio (2 relationships).
- In the Service Portfolio, add the following 2 relationships
- Ticket/Work Target (select the Service Portfolio and the Workspace)
- Work Target/ Service Level Target (select the Service Portfolio for both sides of the screen)
- Save and Publish the Service Portfolio.
From the Work Target item, click the Fields section.
- Create the Boolean field “Notification Flag”
- Place the “Notification Flag” on the Agent form
From the Work Target item, click the Business Rules tab.
- Create a new Business Rule of type After Save
- Name the rule: Set State to Breached
- Trigger: Check every 5 minutes
- Criteria: Target Date – relative during the past 0 hours based on 24-hour clock AND State equal to “Pending”.
- Actions: Set Field Value – Set field value of State to “Breached”.
- Create a new Business Rule of type After Save
- Name the rule: Notification Flag Check
- Trigger: Check every 5 minutes
- Criteria: Elapsed Time % greater than or equal to [notification_threshold___] AND State equal to “Pending”
- Actions: Set Field Value – Set field value of Notification Flag to checked
Save and Publish the Service Portfolio
Return to Administration | Main and select the Workspace
In the Workspace, add the following relationship
- Ticket/Work Target (select your Workspace and your Service Portfolio)
From the Forms section, edit the agent web form
- Add a section named “Work Target(s)”
- Add a Form Control of type ‘Link Control’ to your Agent Web Form
- For Link Type, select Ticket/Work Target
- For Grid Fields select Record Number, Target Type, Status, Target Date, Target Value, Target Unit
- Save the form.
Create Email Templates for SLM Response Notification and for SLM Resolution Notification
- One email template for “Response notification of impending breach”.
- One email template for “Resolution notification of impending breach”.
- One email template for “Response notification of SLM breach”.
- One email template for “Resolution notification of SLM breach”.
From the Incident/Ticket item level click the Fields tab.
- Create four Boolean fields with the Permissions set to Hidden and all checkboxes unchecked.
- Stop SLM Resolution Failure Notification
- Stop SLM Resolution Notification
- Stop SLM Response Failure Notification
- Stop SLM Response Notification
Place the four Boolean fields on the Agent Web form; on the Work Target(s) tab and under the Target(s) Link Control. Save the form.
From the Incident/Ticket item level, click the Business Rules tab.
- Create a new Business Rule, of type SLM
- Name the rule: SLM
- Trigger: On Create, On Update by User or Rule, On Update by User
- Criteria: None
- Actions: Activate Service Response and Resolution Enforcement
From the Incident/Ticket item level click the Business Rules tab.
- Create a new Business Rule, of type After Save Rule
- Name the rule: SLM Response Notification Rule
- Trigger: On Linked Item Update: Ticket/Work Target: Work Target
- Criteria: Generic Linking, Condition of Any, Ticket/Work Target: Work Target – Add New Condition of Notification Field equal to “checked” or true. Add new condition of Target Type equal to ResponseTime. Add new condition of State equal to Pending. Save this as one complete Criteria. Add new Criteria with the And operator for the Field “Stop SLM Response Notification” equal to “not checked” or false.
- Actions: Send email to Assignees with Email Template of Response notification of impending breach, Importance of Normal, check Primary email. Add another Action of Set field value to Set the field value of Stop SLM Response Notification to “checked” or true.
- Create a new Business Rule, of type After Save Rule
- Name the rule: SLM Resolution Notification Rule
- Trigger: On Linked Item Update: Ticket/Work Target: Work Target
- Criteria: Generic Linking, Condition of Any, Ticket/Work Target: Work Target – Add New Condition of Notification Field equal to “checked” or true. Add new condition of Target Type equal to ResolutionTime. Add new condition of State equal to Pending. Save this as one complete Criteria. Add new Criteria with the And operator for the Field “Stop SLM Resolution Notification” equal to “not checked” or false.
- Actions: Send email to Assignees with Email Template of Resolution notification of impending breach, Importance of Normal, check Primary email. Add another Action of Set field value to Set the field value of Stop SLM Resolution Notification to “checked” or true.
- Create a new Business Rule, of type After Save Rule
- Name the rule: SLM Response Failure Rule
- Trigger: On Linked Item Update: Ticket/Work Target: Work Target
- Criteria: Generic Linking, Condition of Any, Ticket/Work Target: Work Target – Add New Condition of Notification Field equal to “checked” or true. Add new condition of Target Type equal to ResponseTime. Add new condition of State equal to breached. Save this as one complete Criteria. Add new Criteria with the And operator for the Field “Stop SLM Response Failure Notification” equal to “not checked” or false.
- Actions: Send email to Assignees with Email Template of Response notification of SLM breach, Importance of Normal, check Primary email. Add another Action of Set field value to Set the field value of Stop SLM Response Notification to “checked” or true.
- Create a new Business Rule, of type After Save Rule
- Name the rule: SLM Resolution Failure Rule
- Trigger: On Linked Item Update: Ticket/Work Target: Work Target
- Criteria: Generic Linking, Condition of Any, Ticket/Work Target: Work Target – Add New Condition of Notification Field equal to “checked” or true. Add new condition of Target Type equal to ResolutionTime. Add new condition of State equal to breached. Save this as one complete Criteria. Add new Criteria with the And operator for the Field “Stop SLM Resolution Failure Notification” equal to “not checked” or false.
- Actions: Send email to Assignees with Email Template of Resolution notification of SLM breach, Importance of Normal, check Primary email. Add another Action of Set field value to Set the field value of Stop SLM Resolution Notification to “checked” or true.
Save Rule. Save and Publish Workspace. Test out the work by saving a new ticket with all priorities. Observe if the Target Date is being populated in the Link Control.