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This article contains the following topics:

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Note: The SLA_THRESHOLD_VIOLATION_TOLERANCE parameter manages the level at which Approaching Violation message is displayed. This parameter sets the criteria to change the SLA Target compliance status from In Progress to Approaching Violation, for a violation threshold that is applied to a Ticket.

The system default value is when the measured value reaches 80 percent of the elapsed time from a violation target time limit. It changes the SLA compliance status to Approaching Violation.

For example: If Threshold value = 10 minutes, the Status changes to Approaching Violation when crossing 8 minutes.

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To send an email notification with a communication template, you can select the Email Notification action. The application supports No Action, Assignment, and Email Notification threshold actions. The Sort Order of a threshold indicates the order in which a target threshold gets applied. Sort Order of the Violation Threshold must be the highest. Non Violation thresholds should be configured with a Sort order lower than Violation Threshold.

Target Status

The ticket page displays the status of the threshold of the service targets applied to that ticket. The following table describes the target status options:

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1. Specify the Service Target Name.

2. Provide a Description.

3. Specify the Service Target Type, against which you want to apply the service. For more information, see Service Metrics.

4. Click Show Advanced Options.

   1. While calculating the target compliance for a ticket, if you want to exclude the time spent by the ticket in certain states, use the Don't apply this target if state is field. The measured time calculation excludes the time spent by the ticket in the selected state.

   2. Specify the Agreement Type. The agreement type value links a service target to Service Level Agreement, Operational Level Agreement, or Underpinning Contract.
      Service Target with Agreement Type set to Service Level Agreement must have at least one Violation Threshold. Administrator can configure a Service Target without any Violation Threshold only if the Agreement Type = Operational Level Agreement OR Agreement Type = Underpinning Contract

   3. Specify the Approaching Violation Compliance value. The approaching violation compliance value specifies the violation target time. For example, an SLA has a Threshold value of 10 minutes and the Approaching Violation Compliance value is 60 percent. When the actual performance reaches 6 minutes, the application alerts the administrators that the SLA is about to be breached.

      Note: If the Approaching Violation Compliance value is not specified here, the percentage specified for the SLA_THRESHOLD_VIOLATION_TOLERANCE parameter in the Parameter Value field, in Configuration Parameter, is defaulted. For example, an SLA has a Threshold value of 10 minutes and the Approaching Violation Compliance value is not specified. But in the Configuration Parameter page, the Parameter Value for the SLA_THRESHOLD_VIOLATION_TOLERANCE parameter is set to 80 percent. In this scenario, when the actual performance reaches 8 minutes, the application alerts the administrator about the violation. For more information about SLA parameters, see Service-Level Management Parameters.
5. Click Save & Proceed To Next Step.

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1. Search and Select the Affected Services for which the service target is applicable.
2. Search and Select the Affected Ticket Types for which the service target is applicable.
   Note: By default, the following ticket types are selected: Change Request, Problem, Incident, Service Request, and Task Ticket. You can clear the check box next to the ticket types that are not applicable.
3. Search and Select the Affected Groups for which the service target is applicable. 
4. Specify the matching condition value using the Define Criteria drop-down list. The following options are available:
   1. Match All Conditions Below:This option specifies the AND condition. With this option, the application tries to match
all of
5. 1. all the
conditions that
6. 1. conditions you defined for the service target.
   2. Match Any Condition Below: This option specifies the OR condition. With this option, the application tries to match one of the conditions that you defined for the service target.
   3. Define Custom Condition: This option specifies the OR & AND condition. With this option, you can define a custom condition for the service target. For example, (ccti_class = 'Provision' AND ccti_category = 'Server') OR (ccti_class = 'Provision' AND ccti_category = 'Smart Phone').
      Note: The Define Custom Condition field allows numbers, and, or, (,).
7. If you want to add an advanced matching criteria using multiple custom attributes or ticket fields, use Advanced Critera.
   1. Enable Advanced Criteria.
   2. Add the criteria in 'Define Criteria' field.
8. Click Save & Proceed To Next Step.

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