Target Times Form
Use the Target Times form to define and manage your SLA Target Times. The Target Time form is a child form, and is linked to and available from its parent SLA form (SLA Target Times tab in the SLA form arrangement).
The Target Times form has a wizard interface, which allows you to easily move through the process of creating Target Times. However, you also have the option to disable the wizard and simply use the Review page (which includes identical information) to create the Target Times.
The following image shows the Review page:
The following table describes the fields on the form.
|Parent Type||Record type, either Incident or Request.||Determined by your toggle choice (SLA form).|
|Work Hours||Business Hours when the SLA should be used.|
|Use as Default||The SLA is used as the default if the working hours cannot be determined or there is not a defined Target Time for the time period that an Incident or Service Request is created.|
|Response Time||Target number of days, hours, or minutes to respond to the Incident (example: 1 hour).|
|Resolution Time||Target number of days, hours, or minutes to resolve the Incident (example: 4 hours).|
|Work Hours (Response Time)||
Specifies the defined Business Hours that constrain the Target Time. If blank, it is assumed that it is a 24 hour clock.
Select the Business Hours Manager button to launch the Business Hours Manager to select existing Business Hours or create new ones. Also select the time zone for the Business Hours based on time zones or the time zone of the Cherwell Application Server.
When you create new Business Hours, you must update the Created During What Business Hours expression to reflect the new hours.
CSM uses this expression to set the Created During field on the Incident Business Object, and then uses the Created During field in the following relationships:
If Business Hours overlap, move the preferred hours above the other hours in the list.
|Work Hours (Resolution Time)|
|Response Warning Time||Number of days, hours, or minutes before a response breach to initiate a warning. Used to alert you to an impending breach.|
|Resolution Warning Time||Number of days, hours, or minutes before a resolution breach to initiate a warning. Used to alert you to an impending breach.|