Configuration: Service Levels: Mappings
Overview
Use this page to map service level objectives to a business service and set each mapping to Enabled or Disabled. A mapping links one objective, a measurable target such as Availability - 99.9% or TransactionSla - 95%, to one service, so the platform knows which targets apply to which customer-facing service. An objective with no mapping is not evaluated for any service.
Business services come from Configuration: Service Levels: Services and objectives come from Configuration: Service Levels: Objectives; both must exist before you can map them here. Once you enable a mapping and save it, the Service Levels evaluation engine includes that objective's target when it scores the service, and the result surfaces on Service Levels: Dashboard, Service Levels: Health, and Service Levels: Violations.
This page lets you pick a service from the Service dropdown, review every objective as a row with its underlying metric and target, and set each row's dropdown to Not mapped, Enabled, or Disabled before saving. Disabling a mapping keeps the record but excludes the objective from evaluation, so you can pause coverage without recreating it.
Key concepts
- business service - A logical, customer-facing service, for example a published desktop or portal, that you want to measure against service level targets. (related: Configuration: Service Levels: Services)
- service level objective - A measurable target for a metric, such as availability or transaction response time, that a service must meet, for example Availability - 99.9% or TransactionSla - 95%. (related: Configuration: Service Levels: Objectives)
- mapping - The link between one business service and one objective, set to Enabled, Disabled, or Not mapped, that determines whether that objective's target is evaluated for that service. (related: Service Levels: Dashboard)
- Not mapped - The state meaning no relationship exists yet between the objective and the selected service; the objective is not evaluated for this service.
When to use it
- You created a new business service and need to decide which objectives govern it.
- You created a new objective and need to attach it to the services it should measure.
- You want to pause an objective's effect on a service without deleting the mapping, so you set it to Disabled instead.
- You're investigating a discrepancy on the Service Levels Dashboard and need to confirm which objectives are actually enabled for a service.
- You're onboarding a new business service and setting up its full set of objectives for the first time.
Before you begin
- At least one business service created on Configuration: Service Levels: Services.
- At least one service level objective created on Configuration: Service Levels: Objectives, with its target metric already defined.
- An account with access to the Configuration area of Service Levels.
Common workflows
Map a new objective to a business service
Persona: Service Levels admin
- Select the business service you want to configure from the Service dropdown.
- Expect: The panel reloads to show that service's objective rows, each with its own Not mapped, Enabled, or Disabled dropdown.
- Set the dropdown next to the objective you want to attach, for example Portal availability, to Enabled.
- Expect: The dropdown now shows Enabled; the change is local until you save it.
- Select Save mappings.
- Expect: The mapping is persisted for the selected service.
Verify: Reopen the page or select Refresh with the same service selected, and confirm the objective's dropdown still reads Enabled instead of reverting to Not mapped.
Temporarily exclude an objective from evaluation
Persona: Service Levels admin
- Select the affected service from the Service dropdown.
- Expect: The panel shows that service's current objective rows and their mapping states.
- Change the objective's dropdown from Enabled to Disabled.
- Expect: The dropdown updates to Disabled.
- Select Save mappings.
- Expect: The mapping is persisted as Disabled; the mapping record is kept but excluded from evaluation for this service.
Verify: Check Service Levels: Dashboard or Service Levels: Health for the service and confirm the disabled objective no longer contributes to its status.
Steps
Step 1
Open the Configuration: Service Levels: Mappings page.
Expected result: The page loads with Digital Workspace (Prod) selected in the Service dropdown, and its two objectives, Portal availability and Portal response under 2 s, each show Not mapp... (Not mapped) in their status dropdowns.
This is the starting point for reviewing or changing which objectives govern the selected service.
- Service dropdown shows the service you're currently configuring.
- Each objective row lists its underlying metric and target below the objective name, for example Availability - 99.9%.
-
Save mappings is already enabled, but it only has an effect once you change a dropdown.
Field reference
| Field | Purpose | Format / Validation | Required | Default |
|---|---|---|---|---|
| Service | Selects which business service's mapping set you're viewing and editing; choosing a different service loads that service's own objective rows and dropdown states instead of the one you were viewing. | Dropdown listing configured business services | - | The service you most recently viewed or configured |
| Portal availability | Sets whether the Availability - 99.9% objective is evaluated for the selected service. Enabled includes this target when the service's status is scored; Disabled keeps the mapping on record but excludes it from scoring; Not mapped means no relationship exists yet. | Dropdown: Not mapped / Enabled / Disabled | No | Not mapped |
| Portal response under 2 s | Sets whether the TransactionSla - 95% objective is evaluated for the selected service. Enabled includes this response-time target in the service's score; Disabled keeps the mapping but excludes it from evaluation; Not mapped means no relationship exists yet. | Dropdown: Not mapped / Enabled / Disabled | No | Not mapped |
Controls reference
Refresh
Reloads the Service dropdown and the current mapping panel from the server.
When to use: Use after another admin may have changed the service or objective list, or when you want to confirm the panel reflects what's actually saved.
Side effects: Read-only against the server; it does not save anything. Because it reloads data from the server, any dropdown changes you haven't saved yet are discarded from view.
Save mappings
Persists the Not mapped, Enabled, or Disabled selection for every objective row of the currently selected service.
When to use: After you change one or more objective dropdowns for the selected service.
Side effects: Mutating: writes the new mapping state for this service. The Service Levels evaluation engine uses the saved Enabled/Disabled set for this service on its next evaluation.
Verify the result
Mapping succeeded when the dropdown for each objective you changed, for example Enabled or Disabled, still shows that value after you select Refresh or revisit the service, rather than reverting to Not mapped. Switching to another service and back should reload the same persisted state you saved. If the value reverted, the most likely cause is that you changed the dropdown but switched services or refreshed before selecting Save mappings. Confirm the change by reselecting the service from the Service dropdown and reading the objective's current status.
Troubleshooting
- Symptom: An objective's dropdown reverts to Not mapp... after you switch services. Fix: You switched the Service dropdown without selecting Save mappings first and accepted the Discard unsaved mapping changes? prompt; redo the change and save before switching.
- Symptom: Selecting Refresh makes a dropdown edit you just made disappear. Fix: Refresh reloads the panel from the server and does not save pending edits; select Save mappings before refreshing if you want to keep the change.
- Symptom: An objective you expect to configure isn't listed as a row on this page. Fix: Confirm it exists on Configuration: Service Levels: Objectives; an objective that hasn't been created yet can't appear here to map.
- Symptom: A mapping set to Disabled still seems to affect the service's status elsewhere. Fix: Confirm you selected Save mappings after setting it to Disabled, then check Service Levels: Health or Service Levels: Dashboard, since the result may need the next evaluation cycle to update.
- Symptom: The Service dropdown has no services to choose from. Fix: Create a business service first on Configuration: Service Levels: Services.
Related articles
- Prerequisite: Configuration: Service Levels: Services - a business service must exist before you can map objectives to it
- Prerequisite: Configuration: Service Levels: Objectives - objectives must be defined before they appear as mappable rows
- Next step: Service Levels: Dashboard - shows the evaluated status that results from your enabled mappings
- Next step: Service Levels: Health - surfaces per-service health based on which objectives are enabled
- See also: Configuration: Service Levels: Policies - policies build on the same services and objectives you map here
- See also: Service Levels: Violations - lists breaches of the objectives you've mapped and enabled