Service Target Templates behaviour when changing service type values or group assignments

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

I created a service target and attached it to service type. I noticed that everything is working fine when service type is connected with service contract. Then when I open new ticket, service type is attached to ticket and service target template is also attached.

If I attach service target to service type that has no service contract defined, then when I create ticket service target is not being attached.

Is this normal behavior that service target are supposed to work only for service types with defined service contracts?

why the service target that is attached to affected end user will be removed and be replaced by this new one? 

Environment

Service Desk Manager  17.3 and higher

Resolution

After transferring the ticket to different group with different service target older group with service target will remove and new will attach. This is correct behavior as it should behave like this always.

Whenever we create ticket with any user or group which has service target attached it will get added to the the ticket . After transferring the ticket to different group or different end user then it will get added with different service target and older group or end user with service target will be removed. 

Additional Information

1) Service Targets are calculated when there is a change in the ticket and during that time, it will evaluate the condition and time left value for each service target associated with the ticket. 
This way it will keep track of each service target and time remaining. If the condition is evaluated to true, then the time calculated will be set as 'Actual Time' and the time left value will be set to its final value. This is how typically an SLA calculation work.

2) In SDM, we have a flag to control whether the SLA calculation starts from Ticket's created date or when the Service Target is attached to the ticket. It is controlled through "set_sla_evt_open_date" flag.

3) As per the current design, Service Target can only know about the status changes only after it gets attached to the ticket. Any status changes that were done before the category is attached cannot be tracked by the new Service Target. It calculates based on the events that happen after the Service Target gets attached to the ticket.