A Timepoint Indicator An indicator is a rule of a time counter activation that is specified by proper conditions for starting, pausing, and resetting, and stopping this counter. It also determines a the time limit for declaring SLA as breached and contains and contains time conditions of a Commitment commitment type implementation.
For example, based on your SLA agreement,you can create separate SLA separate SLA indicators for incidents that are having an impact from "Low" to " to Very High" and set a separate "separate Breach Time" value for them, based on your SLA agreement.
When aan Timepoint indicator starts, the system automatically generates aan Timepoint Indication, which is a time 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 – 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 – indicator creates indications that count time based on the Date/Time column defined manually. Indications are created for records meeting 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 when the task state changes to Assigned.
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Role required: service_level_manager. |
Creating Indicator
To add a new Timepoint Indicatorindicator, follow please complete the following steps below:
- Navigate to the to Service Level Management → Timepoint Indicator menu.
- Click New Click New and fill in the form.
- Click Save or Click Save or Save and Exit to to apply changes.
The Timepoint Indicator form fields
Field | Required | Description |
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| Name | Y |
Specify the indicator name.
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| Agreement | N | Specify |
| an agreement |
| related to this indicator containing tracking metrics. | ||
| Commitment type | N | Specify |
the commitment type for this indicator. Available options:
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| Table | Y | In this field, select a |
table to apply the Indicator conditions.
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| Inheritance | N | Select this checkbox if you are creating an indicator for a parent table, and it is necessary to use it for all child tables.
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| Active | N | Select this checkbox |
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| indicator active or inactive. | ||||||||
Indication start time
| N | Select one of two options:
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| Start time field | Y | Define the column of the Date/Time type from which indications will be calculated, i.e., an indication retrieves the value for the start time from this column.
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| Indication breach time | N | Select one of two options:
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| Breach time field | Y | Define the column of the Date/Time type from which indications will be calculated, i.e., an indication that retrieves the value for the breach time from this column. After saving the form, the Breach time field field becomes read-only. |
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| Business duration | Y | Set up a business time measure for the SLA to run before it is marked as Breached.
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| Minimum duration | Y | Set a minimum duration that restricts the creation of an indication and its existence. After saving the form, the Minimum duration field becomes read-only.
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| Schedule | Y |
Select a working schedule |
from the list. It determines the working hours that the system uses when calculating |
the actual duration of |
the Commitment |
implementation under certain conditions. To configure this timeline, use |
the Schedules |
feature. | |
| Timezone | Y |
| Timezone source | Y | Select one of the available records from the drop-down list if you need to specify a special timezone bond. The default value is |
the Indicator |
timezone. Available options:
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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.
Duration calculations
Example 1.
Company A uses schedule "24x7", which means 24 working hours, 7 days a week, and around-the-clock shift-working, as an example. In this case, if 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 schedule "8x5" schedule , which means 8 working hours, 5 days a week, one of the most common working schedules. In this case, if 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 | Required | Description |
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| Start |
| Conditions | Y | 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 |
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Medium |
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High |
, |
Very High |
. The When to cancel |
setting allows to establish a condition |
to start cancellation by one of the options below:
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To set cancel conditions, use Condition Builder below the When to cancel menu.
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| Cancel Conditions | Y | This option appears when the |
Cancel conditions are met |
option is selected in the When to cancel field. Define additional conditions to meet before the indicator cancels. If the system meets these cancel conditions, it ignores the start conditions. |
| Pause Conditions |
| N | 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 use |
Impact |
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:
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| Resume Conditions | Y | 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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| Complete Conditions |
| Y | 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. |
| Reset |
| Conditions | N | 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. |
Timepoint indication
A Timepoint Indication is a time counter automatically generated when the Indicator start condition met. It shows all primary timings, time points, and current state of the SLA for a particular task (an incident, a request, etc.), which allows tracking the level of the service quality target indicators.
To monitor the active service level indicators, navigate to Service Level Management → Timepoint 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 Timepoint Indication form
The current state of an indication specified with one of the values below:
- In progress - an indication is active and the counter is on;
- Paused - an indication counter pauses when the system meets an Indicator pause condition;
- Canceled - an indication cancels counting when the system meets an Indicator cancel condition;
- Completed - an indication counter stops when the system meets stop condition, the SLA is not breached.
A business time that has elapsed since the moment of an indication creation. It counts the working calendar specified in the Schedule field of the original Indicator.
This field displays how much business time has passed since the task creation.
A business time left until the SLA breaches.
A date and time when the system has created an indication.
A date and time when a time counter (an indication) stopped.
Retrospective indications
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.
To simplify this process, retrospective indications delivering percentage recalculation were implemented.
How it works
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indicator.duration*(business_elapsed_percentage/100) |
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If 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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All this retrospective 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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