Indication
An Indication is a time counter automatically generated when the Indicator start condition is met. It shows all primary timings, time points, and current state of the SLA for a particular record (an incident, a request, etc.), which allows tracking the level of the service quality target indicators.
To monitor check the active service level indicatorsindications, navigate to to Service Level Management → Indication.
When creating an Indication record, the system also fills in the fields of this record. Time points and timings are also automatically recalculated when the indicator counting pauses, cancels or stops.
The Indication form
| Field | Mandatory | Description |
|---|---|---|
| Indicator | N | An indicator that triggered the indication creation and started the counter. |
| Timezone | N | The indication timezone. |
| Record | N | An original task that induces the SLA counting. |
| Breached | N | A marker that shows whether SLA has been breached or not. |
| Actual Elapsed Time | N | An actual Actual time that has elapsed since the moment of an indication creation . It only counts an actual calendar time displayed in days, hours, minutes, and seconds. It is calculated on a regular 24/7 basis. The field itself stores duration in milliseconds. |
| Actual Elapsed Percentage | N | A ratio calculated by the formula below. |
| Actual Left Time | N | An actual Actual time left until the SLA breaches displayed in days, hours, minutes, and seconds. It is calculated on a regular 24/7 basis. The field itself stores duration in milliseconds. |
| Stage | N | The current state of an indication specified with one of the values below:
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| Pause on | N | The last date and time of the Indicator pausedwhen the Indication paused. |
| Pause Time | N | The duration of the Indicator pausedIndication paused displayed in days, hours, minutes, and seconds. The field itself stores duration in milliseconds. |
| Business Elapsed Time | N | A business Business time that has elapsed since the moment of an indication creation moment in days, hours, minutes, and seconds. It counts the working calendar specified in the the Schedule field of the original Indicator. The field itself stores duration in milliseconds. This field displays how much business time has passed since the task creation. |
| Business Elapsed Percentage | N | A ratio calculated by the formula below. |
| Business Left Time | N | A business Business time left until the SLA breaches displayed in days, hours, minutes, and seconds. The field itself stores duration in milliseconds. |
| Timings | ||
| Start Time | N | A date and time when the system has created an indication. |
| Complete Time | N | A date and time when a time counter (an indication) stopped. |
| Breach Time | N | A date and time of the SLA breach, which the system calculates, taking into the pause duration. |
| Original Breach Time | N | Original date and time of the SLA breach, calculated at the moment when the system creates an indication. |
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The indication record contains two field sets containing timing information related to the task. These are:
- Actual Elapsed Time
- Actual Elapsed Percentage
- Actual Left Time
and
- Business Elapsed Time
- Business Elapsed Percentage
- Business Left Time
The difference between these values is that the "actual" values are always calculated on the 24x7 basis and the "business" values take the schedule specified for the related indicator into account.
Let us consider an example for more clarity.
Create an indicator with the conditions like shown below:
Expand title Indicator Field Value Name Specify a preferable name here Table Task Active Enabled Duration 10 minutes Schedule 24x7 Timezone Europe/Moscow Timezone Indicator timezone Start conditions Condition State IS Registered When to Cancel Never Pause conditions Condition State IS Postponed Complete conditions Condition State IS Closed complete Create a Task record and move it to the Registered state. For this, please complete the steps below:
- Navigate to https://{your_instance_url}/record/task
- Fill in the mandatory fields.
- Click Save or Save and Exit to apply changes. An indication started.
The Start Time field of the indication is populated with the time when it actually started. The Original Breach Time field is populated with the time when it is to breach. This value is calculated by summarizing the indication start time and the related indicator duration.
Consider a case that an indicator uses a popular schedule "8x5" (5 working days for 8 hours). Using this schedule, the difference between actual and business timings can be considerable.
For example:
An incident raised at 2 pm on a working day. The indication start condition is defined as "State IS In Progress", and indication complete condition is defined as "State IS Completed". So the incident was taken to work on 3 pm (the indication started), and it was completed on 11 am on the next day (the indication completed). So, its business elapsed time was 5 hours, while the actual elapsed time was 21 hours.
To check the incident indication, please complete the steps below:
- Open the incident form.
- Scroll down to the Related Lists area and open the Timepoints Indication tab.
- Open the indication record you need to check.
Calculation nuances
As mentioned above, the "actual" timing values (that is, the values of the Actual Elapsed Time, Actual Elapsed Percentage, and the Actual Left Time fields) are always calculated on the 24x7 basis, unlike the "business" values (the values of the Business Elapsed Time, Business Elapsed Percentage, and the Business Left Time fields). These fields consider the schedule specified in the parent indicator.
| Note |
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| Info |
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In formulas below, NOW stands for the current date and time. |
The Actual Elapsed Time value is calculated as the difference between the current date and time and the Start Time value.
AET = NOW - ST
The Actual Left Time value is calculated as the difference between the Breach Time value and Indicator Duration value.
ALT = BrT - NOW
| Info |
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After the indication is breached, the Actual Left Time stops calculating (that is, no more time left). Also, the Actual Elapsed Time and Actual Left Time values stored in the Duration format. |
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AE% = AET/D*100%, where D is for Indicator duration.
Business timings and percentages are calculated as given below.
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The Business Elapsed Time value can be calculated using the formula below:
BET = (NOW - ST) - ( PT + mPT)
The Business Left Time value can be calculated using the formula below:
BLT = ((BrT + mPT) - NOW)
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After the indication is breached, the Business Left Time stops calculating (that is, no more time left). |
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BE% = BET/D * 100 (%)
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The working time consumption rate is calculated to 999% by default. |
Indications recalculation
Sometimes indicators may no longer be valid (for example, after the cancel conditions were met). This happens because the indicator (and the indication as well) originally started with other conditions, and after that, a new indication is to be started with the same Commitment.
To simplify this process, indication recalculation was implemented.
How it works (example)
- An indication started, equal to four hours according to the relevant indicator.
- Three hours later, due to meeting the cancel conditions, the indication has been canceled.
- A new indication is started.
The business_elapsed_percentage parameter from the canceled indication is used to make an equation like 0%<business_elapsed_percentage <100%.
- If the value of this parameter meets the condition, then the new indicator duration equates to (indicator.duration*(business_elapsed_percentage/100)).
| Note |
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An indication is recalculated only when two conditions are met:
If any of these conditions were not met, then indication recalculation is not used, and the new indication start time is the same as that of the canceled one (new_indication.started_at = old_indication.started_at) |
All these activities are logged in the History (sys_history) table. To acquaint with them, please navigate to System Logs → History and open the record that is the entry of interest.
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