Service agreement application integration records

Select this check box to process Agreement calculations in the foreground for the indicated table.

Clear this check box and the Agreement calculations will be scheduled to run as background processes. The Agreement information will not be immediately visible to the technicians.

The field name in the indicated table that is used to store the unique ID of the ticket.

For example, values in the Record ID Field contains "Number" if the unique ID is stored in the Number field in the probsummary table.

The field name in the indicated table that is used to store the customer name of the ticket. HPE Service Manager uses this field when the following behaviors occur:

• The customer's time zone is necessary for Agreement calculations.
• The Agreement selection process is trying to determine which Agreement needs to be used for the ticket being opened.

Determines whether the record is active or not. This condition only refers to the valid field names in the current record and must use the $L.file variable.

For example, the "flag in $L.file=true" condition is valid when it refers to the fields in Incident Management.

Select this check box to use phases to measure service levels for the ticket's Process Targets. Clear this check box and HPE Service Manager uses the Response State Progression list.

When HPE Service Manager uses phases for the application that is configured for Agreements, a ticket is processed through the series of phases defined in the Category phase table. The name of the Category phase table is specified in the Object record for the indicated table.

The set of ticket states that are used to measure the process service levels for the ticket's Process Targets. The states must be valid states for the indicated table ans must exist in valid succession.

For example, the state of "closed" must exist in the list after the state of "open".

For Incident Management, the valid states are defined in the pmstatus table.

The Agreement alert(s) to be generated when processing Process Targets for tickets in the indicated table. The definitions for the alert(s) must exist in the AlertDef table.

HPE Service Manager generates these alerts in addition to those as already defined for the Process targets of the ticket's Agreement.

Select this check box to use the legacy unordered suspend state for the record's Response Service Level Targets (SLTs). Clear this check box to use the ordered suspend state.

When HPE Service Manager uses the legacy unordered suspend state, if a record moves to a suspend state, the running SLT will be suspended directly without checking the suspend state order in the response states list or phase lists. Otherwise, when Service Manager uses the ordered suspend state, the SLT state will be calculated by comparing the suspend state order with the initial and the final state order in the SLT definition.

Example:

Assume that an Incident has the following SLT definitions:

The initial state is Open, the final state is Working Progress, and the suspend processing for these states are Pending Vendor/Supplier and Pending Change. The corresponding response state progression list in the slamodulecontrol definition for the Incident is as follows:

• Open
• Pending Vendor/Supplier
• Working Progress
• Pending Change
• Resolved
• Closed

You create an incident and set the SLT state to Running. In this situation, the following behaviors occur:

• When this check box is selected, the incident is moved to Pending Vendor/Supplier or to Pending Change (which is in the suspend list), and the SLT state will be set to suspended directly without comparing their orders.

• When this check box is cleared:

  • If this incident is moved to Pending Vendor/Supplier, which is prior to Working Progress (the final state of SLT), this running SLT will be set to Suspended.

  • If this incident is moved to Pending Change, which is after Working Progress, the Working Progress state is automatically finished and passed and this SLT will be set to Achieved.

Determines whether to process outages for the tickets that associate to the specified table. This condition only refers to the valid field names in the current record and must use the $L.file variable.

For example, the "nullsub(ci.down in $L.file, false)=true" condition is valid when refers to the fields in Change Management.

Select this check box to automatically post outage information to the outage table for the CIs in the ticket being closed.

Clear this check box and HPE Service Manager will prompt the operator who closes the ticket to verify the start and end time of the outage before posting the outage information.

Select this check box to generate outages for any child CIs of the ticket's primary CIs that exist after the first level in the parent-child hierarchy. HPE Service Manager uses the information in the deviceparent table to determine which CIs are affected.