Internal Targets
This feature allows Power User to track and manage turnaround times for different request types. Power Users can now set up Internal Targets on Intake Forms to define expected resolution timelines for different kinds of requests. The Default Resolution Target sets a general time limit that applies to all incoming requests, while Internal Targets can also be set rule-wise, allowing Power Users to define specific timelines based on conditions, if any, set by them in the intake form.
How to Configure Internal Targets
Open the Intake Form : Navigate to the relevant Intake Form you want to configure and find the Internal Targets section in that form’s settings.
Set a default target: Enter a value (in hours) for the Default Resolution Target for the form. This is the base resolution time that applies to all incoming requests for this form.
Add a conditional target rule (Optional): Click + Add internal target rule to define a rule-based target.
Save the changes: Click Save to apply your Internal Targets configuration to the form.
Note: The internal target settings will apply only to new requests created after you save the configuration. Existing requests (created before configuration) will not retroactively get target timelines.
How Internal Targets Work
Once internal targets are configured for a form, each new request will automatically display its target status both on the request card and within the expanded request view in the Work Management System (WMS).
Status on request cards: A label appears on the request’s card indicating the Internal Target Status, such as On Track, Overdue, Missed, or Met, based on the request’s progress relative to its target timeline.
Status in expanded view: In the detailed view of the request, a Resolution section shows the target timeline and the actual resolution status. As shown in the image below, once a request is completed, it displays the resolution target (e.g. 72 hours), the due date/time calculated from that target, and the actual resolved date/time. The status is marked Met (green badge) if the request was completed within the target. (A request’s status changes to Met once it’s moved to the Complete column on the board.) If the request exceeds the target without completion, the status would show as Overdue or Missed accordingly.
Analytics tracking: Completed requests with internal target tracking are reflected in your Analytics dashboard. The dashboard provides insights into Internal Target performance, for example, it can show how many requests were Completed On Time (met their target) vs. Missed Target, as well as the average resolution times by request type.
Enabling or Disabling Internal Targets
Internal Targets can be turned on or off at any time from the Request Settings. When the feature is turned off, all related sections (Internal Targets configuration in intake forms, the target status on request cards and details, and the analytics metrics for targets) will be hidden automatically. You can re-enable the feature via the toggle if you wish to use Internal Targets again, and the configurations will become active for new requests.
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