An indicator is a rule of a time counter activation specified by proper conditions for starting, pausing, resetting, and stopping this counter. It also determines the time limit for declaring SLA as breached and contains time conditions of a commitment type implementation.
For example, based on your SLA agreement,you can create separate SLA indicators for incidents that are having have an impact from Low to Very High and set a separate Breach Time value for them. When an indicator starts, the system automatically generates an indication, a time counter that tracks current timings and time points of the target service level commitment.
Depending on your business needs, you may need different types of indicators:
- standard Standard – an indicator creates indications that start or complete when specified conditions are met, or the duration ends.
For example, the start time is when the task was is assigned to John Doe. - retrospective Retrospective – an indicator creates indications that count time based on the Date/Time field defined manually. Indications are created for records meeting that meet the specified conditions. To use this type of indicator, select the Defined by field option in the Indication start time and specify the field you need.
For example, the start time is the value of the Opened at field, and the indication is created for a record assigned to John Doe.
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Role required: service_level_manager. |
Create indicators
To add create a new indicator, please complete the following steps:
- Navigate to Service Level Management → Indicator.
- Click New and fill in the form.
- Click Save or Save and Exit to to apply the changes.
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Please keep in mind that if you create an inherited indicator for a parent table, and a usual indicator for a child table, indications will be created only for a child table. |
Also, when creating an inherited indicator for a parent table, please remember that the extended attributes from child tables will not be available there. See the brief illustration below:
On this picture, the table set is displayed:
- The parent table, attribute set is XX
- The child table 1, attribute set is XXYYY
- The child table 2, attribute set is XXYYYZZ
Because attribute inheritance is going top-down, table attributes (such as fields) that extend parent tables will be inaccessible on the lower level. Please note that when configuring conditions of your indicator, make all critical attributes accessible on the top level.
DurationIf an indication is not on pause when the reset conditions have been met:
If an indication is on pause when the reset conditions have been met:
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Example of duration calculations
Example 1
Company A uses schedule "24x7", which means 24 working hours, 7 days a week, and around-the-clock shift-work. If you enter "2" into the days field, this value is converted to 48 working hours or 2 working days. Nothing extraordinary.
Example 2
Company B uses "8x5" schedule , which means 8 working hours, 5 days a week, one of the most common working schedules. If you enter "2" into the days field, this value is converted to 48 hours (because there are 24 hours in a day), which gives 6 working days.
Specifying indicator conditions
To specify the conditions you need to fill in the following tabs:
Field
Description
Establish conditions with the Condition Builder to get the Indicator started.
The system uses the Table fields as transactional data to verify the conditions. When the transactional data changes, the system checks these conditions.
E.g. for incidents, it is appropriate to use Impact as a condition field with one of the possible values – Low, Medium, High, Very High.
The When to cancel setting allows to establish a condition to start cancellation by one of the options below:
- Start conditions are not met – the system ignores the start conditions if it does not meet them.
Cancel conditions are met – this option enables additional conditions that cancel start conditions when met.
- Never – start conditions are always verified.
Define additional conditions to meet before the indicator cancels. If the system meets these cancel conditions, it ignores the start conditions.
Establish conditions with the Condition Builder to make the indicator pause.
The system uses the Table fields as transactional data to verify the conditions. When the transactional data changes, the system checks these conditions.
E.g., for incidents, it is appropriate to useImpact as a condition field with one of the possible values – Low, Medium, High, Very High.The When to resume setting allows to set a condition for pause resumption using one of the options below:
- Pause conditions are not met – the system ignores the pause conditions if it does not meet them.
Resume conditions are met – this option enables additional conditions setting that resume paused conditions when met.
The field allows defining additional conditions to be met before the indicator has previously paused resumes. In other words, if the system meets these resume conditions, it ignores the pause conditions.
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This option appears when the Resume conditions are met option is selected in the When to resume field. |
Establish conditions with the Condition Builder to make the Indicator stop.
The system uses the Table fields as transactional data to verify the conditions. When the transactional data changes, the system checks these conditions.
Establish conditions with the Condition Builder to make the Indicator reset.
The system uses the Table fields as transactional data to verify the conditions. When the transactional data changes, the system checks these conditions.
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This field is unavailable for retrospective indications (the Defined by field option selected in the Indication start time field). |
If an indication is not on pause when the reset conditions have been met:
- Pause time and its duration are reset.
- Start time is set to the time reset conditions are triggered.
- The breach time and original breach time are recalculated.
- All specifications are recalculated according to the values defined.
If an indication is on pause when the reset conditions have been met:
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