Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager9.51

Use > Service Level Management > Service Level Management overview > Service agreements overview > Defining Service Level Targets > Process Targets

Process Targets

A Process Target is a rule that describes the maximum amount of time allowable for a response to a business event. For example, if you report a priority 1 incident during business hours, work should be assigned within 15 minutes and a resolution should occur within an hour. A similar rule would be if you make a self-service request, it should be resolved or linked to an incident record within an hour.

Process Target rules contain the following information. You can use the SLT wizard or type required information directly into the form.

Field	Content	Comments
Service Level Target ID	Numeric value	Automatically assigned by Service Level Management.
Agreement ID	SLA name	Name of an existing SLA. Required.
Name	Process Target name	Descriptive name for the target. For example, One hour response. Required.
Condition	A status or condition value	Service Level Management uses the condition to determine if the SLT applies to the application record. If you use the SLT wizard, choosing filter criteria generates the condition in this field. For example, if the only filtering criteria selected is Severity 1, the SLT applies only to Severity 1 incidents. This expression is the value in the condition field: severity.code in $L.file="1" This expression must be written by using RAD. The criteria list changes depending on the application for service desk interactions, change requests, change tasks, incidents, problems, problem tasks, requests or request tasks. Optional.
Owner	Process Target owner	Name of the Process Target owner
Service Level Category	Category of the Process Target	The category can be Service Level Agreement, Operational Level Agreement, or Underpinning Contract.
Service Area	Application related to the SLT	For example, if you want to apply the response SLT to Change Management, choose Change Requests or Change Tasks. Required.
Initial State	A status or phase value (depending on module configuration)	The initial state when Service Level Management begins measuring the response time. The list changes depending on the application and whether phases are used, such as Request for Change phases. Required.
Final State	A status or phase value (depending on module configuration)	The final state when Service Level Management stops measuring the response time. The list changes depending on the application and whether phases are used, such as Request for Change phases. Required.
Duration Type	"Interval" or "Duration in Record" directly specifies the duration for your SLT.	The format is ddd hh:mm:ss. The system automatically completes the duration if you do not specify it in the complete form. For example, you can use 3:00 for 3 hours or 3 for 3 days. Required.
Duration Type	"Calculation" calculates the duration for your SLT based on different conditions.	For example, choose End of Business Day, End of Business Week, Work Schedule based Expiration, or Service Catalog Item Expiration. Required.
Schedule	Shift information	Choose a pre-defined work schedule. If you omit a pre-defined shift, Service Level Management defaults to a 24 x 7 schedule. Optional.
Time Zone	Choose: Server time zone Technician time zone Customer time zone CI time zone Specific value Assignment Group	The process metric depends on the time zone selected. Optional. Note The Assignment Group option is only available for the OLA or UC service level category.
Alerts	Alerts related to the remaining time on the SLT	Select the out-of-box alerts for 25%, 50%, 75%, BREACH, or 30 minutes until the SLT expires, or create your own. Optional.
Suspend Processing	Suspension states	Click Fill on a blank row to view a list of states. The list changes depending on the application and whether phases are used, such as Request for Change phases. Optional.
Duration scope	Specifies to which assignment group the calculation applies.	The method that is used to calculate the expiration time of an Operational Level Agreement (OLA) or Underpinning Contract (UC) process target. This calculation is based on assignment groups.

Note

You can define global alerts for all SLAs, instead of individual SLTs, in the SLA Control record.
The Description provides additional information about customer expectations or the internal requirements of an Operational Level Agreement.
The History tab for a response SLT record shows the percentage of time that the objective was met and number of breaches on a monthly basis.

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