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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 an indication as breached and contains time conditions of a commitment type implementation.

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 – 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 state changes to Assigned.
• Retrospective – an indicator creates indications that count time based on the Date/Time field defined manually. Indications are created for records that meet specified conditions. 
  For example, the start time is the value of the Opened at field, and the indication is created when the task state changes to Assigned.

Create indicators

To create a new indicator, complete the following steps:

1. Navigate to Service Level Management → Indicator.
2. Click New and fill in the form.
3. Click Save or Save and Exit to apply the changes.

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. 

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.