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 setTicketGoalTime() command.
• Ticket goal times can be paused and resumed using the pauseTicketGoal() and resumeTicketGoal() 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 setGoalTime() 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 pauseStageGoal() and resumeStageGoal() commands.
• Unlike escalations, goal "levels" do not exist. There is only one for each stage.