Revert to status-based SLM for Change Tasks

Note The following step applies only to customers who upgrade to Service Manager Hybrid from a system that does not have PDCP3 installed.

Service Level Management (SLM) for Change Tasks in Codeless versions of Service Manager is based on phases, whereas in Classic versions it is based on statuses. Therefore, you must revert to status-based SLM for Change Tasks in order for your existing SLAs to work with the migrated workflows.

To do this, follow these steps:

  1. In the System Navigator, click Service Level Management > Administration > Configure Application.
  2. In the Table Name drop-down list, select cm3t.
  3. In the Process Target Information section, click to clear the Use Phases option, and then configure the Process Target State Progression and Standard Alerts fields as required.