SLA Indication widget visualizes time left till the closest SLA deadlineBreach Time. When the SLA indicators are set, 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 registered and ends when the work on the incident is completed, so the visualized indication will count down the time until the incident is in the Completed state.
Widget appearance
Widget consists of the following elements:
- Progress bar indicating time passed.
- Counter :indicating
- time passed
- after the SLA breached (expired indication)
- indicating time left
- until the SLA breaches (until deadline, not yet expired)
- Title of the SLA Indicator.
Time till the closest of indication breach time (deadline).
Info If the record has an expired a breached SLA indication, the expired date will be displayed until the indication is completed.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 Workaround indication is expired, so in this line you see time in the past.
The red color defines that the SLA indication is expired.
Tip has breached and some time passed since then.
- The blue color defines that the SLA indicator indication has started and some time has passed but the indication has not breached yet finished.
- The grey color defines that the conditions for the SLA indicator has not been met yetindication has just started (recently).
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The widget is empty until Start Conditions are met.
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Displayed information
Make sure that the When to Cancel field in the active Indicator has the Never value or relevant conditions are set (in case, when the Cancel conditions are met value is selected). Otherwise, the indications will be cancelled and the widget will not display them.
Only relevant indications are displayed. Indications are created automatically when the start conditions of an active indicator are met.
See the Creating indicators section of this article to learn more.
Indications are displayed in ascending order from left to right: the closest deadline breach time is on the left.
Completed indicators are not displayed.
Total number of displayed indications is three. If there are more than three indications, the rest of them will be displayed when the others are completed.
If the percentage count of an expired 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 deadlines, the following configurations should be taken:
Adding widget Anchor adding widget adding widget
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To add the widget to a form, complete the following steps:
- Open the form you want to add a widget to.
- In the hamburger menu, select Configure → Form → Layout.
- Move the SLA indications widget from the Available box to the the Selected box box.
- Click Save to apply changes.
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See the Add widgets to a form article to learn more. |
Creating indicators
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To set up an indicator, perform the following steps:
- Navigate to Service Level Management → Indicator.
- Click New and fill in the fields.
Select the Active checkbox to enable the indicator.
Tip Make sure that the cancelation condition are set correctly: if the specified conditions are met, the indication will be canceled and the widget will not display it.
- 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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See the Indicator article to learn more. |
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