SLA Indication widget

SLA Indication widget visualizes time left till the nearest SLA Breach Time. When the SLA indicators are set and the start conditions are met, the widgets displays countdown of relevant indications for the record. For example, the Incident table has an indicator which starts when the incident record is assigned to the Support team and ends when the work on the incident is completed. That is, the visualized indication will start counting down the time from the moment when the selected Assigned Group is Support, the indication will end when the State value is Completed.

Widget appearance

Widget consists of the following elements:

1. Progress bar indicating time passed.
2. Counter
   1. indicating the business time passed after the SLA breached (expired indication)
   2. indicating the business time left until the SLA breaches (until deadline, not yet expired)
3. Title of the SLA Indicator.

4. Time till the nearest of indication breach time (deadline).

   If the record has a breached SLA indication, the widget will display the date and time of the expired indication until it is completed or canceled. Deadlines of other indications will be ignored. In the screenshot below, the indication named Workaround is expired, so in this line you see the elapsed time.

• • The red color indicates that the SLA indication has breached and some time passed since then.

  • The blue color indicates that the SLA indication has started and some time has passed but the indication has not breached yet.
  • The grey color indicates that the SLA indication has just started (recently).

Displayed information

Only relevant indications are displayed. Indications are created automatically when the start conditions of an active indicator are met. See the Indicators article to learn more.

Completed and canceled indications are not displayed.

Indications are displayed in ascending order from left to right: the nearest breach time is on the left.

Total number of displayed indications is three. If there are more than three indications, the rest of them will be displayed after the displayed ones are completed or canceled.

If the percentage count of a breached indication is over 999%, the counter displays ...%

Setting up the widget

SLA Indication widget can be added to the tables extended from the ITSM Task table. By default, they are not displayed on the form.

For displaying data about SLA breach time, the following configurations should be taken:

• Adding widget to a form layout
• Setting up indicators

Adding widget 

To add the widget to a form, complete the following steps:

1. Open the form you want to add a widget to.
2. In the hamburger menu, select Configure → Form → Layout.
3. Move the SLA indications widget from the Available box to the Selected box.
4. Click Save to apply changes.

Creating indicators 

To set up an indicator, perform the following steps:

1. Navigate to Service Level Management → Indicator.
2. Click New and fill in the fields.

3. Select the Active checkbox to enable the indicator. 

   Make sure that the cancelation conditions are set correctly: if the specified conditions are met, the indication will be canceled and the widget will not display it.

4. Click Save or Save and Exit to apply changes.

When the Start Conditions are met, a new record is created automatically in the Indication table by the system and the SLA indication widget starts displaying the indication.

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