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Goal

Procedures Definition > Goal

A Goal procedure runs after a specified time period, usually to record whether or not a goal was met.

Goal Procedures for Tickets

A goal procedure is linked to a desk definition using the Service Desk > Desk Definition > New / Edit > Procedures tab.

  • The ticket goal sets the due date for the entire ticket.
  • The ticket editor displays the ticket due date.
  • The ticket due date can be set using the Set Ticket Goal Time command.
  • Ticket goal times can be paused and resumed using the Pause Ticket Goal and Resume Ticket Goal commands.

Goal Procedures for Stages

Goal procedures are linked to stages using the Service Desk > Desk Definition > Processing > Stage > New / Edit Procedures tab.

  • A stage goal procedure starts the goal clock as soon as the ticket enters the stage. The triggering of a stage goal procedure is canceled as soon as the ticket transitions out of that stage.
  • The goal time for a stage can be set using the Set Goal Time command. This overrides the default goal time set in the stage record.
  • Color coding by due date in Role Preferences is determined by a goal procedure linked to a stage.
  • Stage goal times can be paused and resumed using the Pause Stage Goal and Resume Stage Goal commands.
  • Unlike escalations, goal "levels" do not exist. There is only one for each stage.