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Service objectives working with both: groups and priorities

  • 1.  Service objectives working with both: groups and priorities

    Posted 05-08-2017 10:41 AM

    Hi all. I'm new in this community.

     

    I'm working with CA SDM 14.1.03.

     

    When I attach a service type with service objectives to an incident by priority it works ok.

    However, when I attach to an incident a priority service type with service objectives and another one service type by group; only the group service objectives are shown in the incident: no priority service objectives are shown.

     

    Do you know if this is the SDM expected behaviour?

     

    Regards,

    Fabio.



  • 2.  Re: Service objectives working with both: groups and priorities

    Posted 05-08-2017 01:45 PM

    Objectives can be found as Targets in the english interface.



  • 3.  Re: Service objectives working with both: groups and priorities

    Posted 05-09-2017 10:41 AM


  • 4.  Re: Service objectives working with both: groups and priorities

    Posted 05-09-2017 12:29 PM

    Hi Tiago. Thank you very much for your documentation. My question is about a specific behavior of service targets which I don't understand: 2 service types with service targets are attached to an incident but only one of them attaches their targets. I think SDM should attach the targets of both service types.

     

    Regards,

    Fabio. 



  • 5.  Re: Service objectives working with both: groups and priorities

    Posted 05-09-2017 12:17 PM

    Hi Fabio,

     

    If you are interested in creating Service Targets in SDM, here is the document for doing the same

     

    https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/establishing-support-structure/service-level-agreements-sla/how-to-create-service-targets

     

    Below is the definition of Service Targets:

     

    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.



  • 6.  Re: Service objectives working with both: groups and priorities

    Posted 05-09-2017 12:32 PM

    Hi Maheshwar. Thank you very much for your documentation. I can make the service targets work.

    My question is about a specific behavior of service targets which I don't understand: 2 service types with service targets are attached to an incident but only one of them attaches their targets. I think SDM should attach the targets of both service types.

     

    Regards,

    Fabio. 



  • 7.  Re: Service objectives working with both: groups and priorities

    Posted 05-15-2017 12:22 AM

    Hello Fabio,

     

    You may wish log an issue with support to work through the scenario. I think we're stumbling over a language distinction which a remote session may be able to clear up.

     

    Regarding your statement:

    2 service types with service targets are attached to an incident but only one of them attaches their targets. I think SDM should attach the targets of both service types.

     

    Note these parts of the documentation:

    You can only assign a service target template once to a service type. Many different service targets can be linked to a service type.

     

    During the ticket creation, a Service Type assigns one or more service targets to track each stage of the ticket resolution. Each time the ticket changes, the active service targets evaluate the condition.

     

     

    So that is to say, you can attach multiple targets, but only through one template. 

    Then the targets are evaluated individually.

     

    I think you're coming unstuck at this point "2 service types with service targets are attached ".

     

    If that is really what you need, and can't be worked around by the above, you may need to log an Idea to request this feature. But check first by giving more information here on your example scenario, and someone may be able to suggest a way to get that business requirement met.

     

    Thanks, Kyle_R.

     



  • 8.  Re: Service objectives working with both: groups and priorities

    Posted 05-15-2017 10:46 AM

    Thank you Kyle.

     

    This is my stage: I have a definition of SLAs (by priority with calendar and targets) and OLAs (by contact group with calendar and targets).

    So, in SDM I’m defining a SLA service type for each priority and an OLA service type for each group.

    You say “you can attach multiple targets, but only through one template”.

    I could have only one template with SLAs and OLAs target but I think I can’t do it because:

    • 1) My SLAs and OLAs targets have their own calendar (all different) and calendars are set to target templates in SDM.
    • 2) Suppose I define SLAs and OLAs target to only one template and attach it to each SLA/OLA service type; I could have the case a ticket has only a priority or assigned group. When applied the template, SLAs and OLAs target will be attached and this is not correct.

     

    Do you agree?

     

    Regards,

    Fabio.

     



  • 9.  Re: Service objectives working with both: groups and priorities

    Posted 05-16-2017 10:08 PM

    Hello Fabio,

     

    That seems right.

     

    But I'd like to open this up to Community suggestions on how to handle this scenario.

     

    Any takers?

     

    Thanks, Kyle_R.