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The SLA Indication widget visualizes the time left till the nearest SLA Breach Timebreach 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 that 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 ; the indication will end when the State value is Completed is Completed.

The widget is empty until the record has relevant indications.

Widget

interface

Widget The widget consists of the following elements:

Image Added

1. Progress Round progress bar indicating the time passed.
2. Counter
   1. indicating the time that has passed after the SLA was breached (expired indication)
   2. indicating the time left until the SLA breachesis breached (until the deadline, not yet expired)
3. Title of the SLA Indicatorindicator.

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

   info

   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.

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• The red color

indicates

• denotes that the SLA indication

has

• was breached and some time has passed since then.

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

Displayed information

• Only relevant indications are displayed. Indications are created automatically when the start conditions of an active indicator are met.

•  
• 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

• more than three indications are present, 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 ...%

Set up the widget

The 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 To display data about SLA breach time, the following configurations should be takenconfigured:

• Adding The widget must be added to a form layout
• Setting Indicators must be set up indicators

Add the widget to a form layout 

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 menuImage Added, select Configure → Form → Layout.
3. Move the SLA indications widget from the Available box to the Selected box.
4. Click Save to to apply the changes.

Set up indicators 

Anchorcreating indicatorcreating indicatorTo 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. 

   Tip
   Make sure that the cancelation conditions are set up 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 to apply the 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.

See the Indicator article to learn more.

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