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Indication
An Indication is a time counter automatically generated when the Indicator start conditions are met. It shows all primary timings, time points, and the current state of the SLA for a particular record (an incident, a request, etc.), which allows for tracking the level of the service quality target indicators.
To check the active service level indications, navigate 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.
Indication form fields
Field | Mandatory | Description | ||||||
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Indicator | N | An indicator that initiated the start of the indication 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 TimeAstronomical time elapsed | N | Actual time elapsed since the moment of an indication start displayed in days, hours, minutes, and seconds. It is calculated on a regular 24/7 basis. The field itself stores duration in milliseconds. | ||||||
Astronomical time elapsed in %Actual Elapsed Percentage | N | A ratio calculated by the formula below. | ||||||
Actual Left TimeAstronomical left time | N | 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. | ||||||
Start Timetime | N | Date and time when an indication has started. | ||||||
Complete Timetime | N | Date and time when a time counter (an indication) stopped. | ||||||
StageState | 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 when the Indication paused. | ||||||
Pause Timetime | N | The duration of the Indication paused displayed in days, hours, minutes, and seconds. The field itself stores duration in milliseconds. | ||||||
Business Elapsed Timetime elapsed | N | Business time elapsed since the indication creation moment in days, hours, minutes, and seconds. It counts the working calendar specified in 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 was started. | ||||||
Business Elapsed Percentagetime elapsed in % | N | A ratio calculated by the formula below. | ||||||
Business Left Timetime left | N | Business time left until the SLA breaches displayed in days, hours, minutes, and seconds. The calculations counts the working calendar specified in the Schedule field of the original Indicator. The field itself stores duration in milliseconds. | ||||||
Breach Timetime | N | A date and time of the SLA breach that the system calculates, taking into the pause duration, or that is taken from the field defined in the Breach time field. | ||||||
Original Breach Timebreach time | N | Original date and time of the SLA breach, calculated at the moment when the system creates an indication or taken from the field defined in the Breach time field. |
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The indication record contains two field sets containing timing information related to the task. These are:
- Astronomical time elapsed
- Astronomical time elapsed in %
- Astronomical time left
- Actual Elapsed Time
- Actual Elapsed Percentage
- Actual Left Time
and
- Business Elapsed Timetime elapsed
- Business Elapsed Percentagetime elapsed in %
- Business Left Time.time left
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 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 Commitment Typetype Resolution Time Table Task Active Enabled Indication start time Defined by condition Indication breach time Defined by duration DurationBusiness duration 10 minutes Schedule 24x7 Timezone Europe/Moscow Timezone Sourcesource Indicator timezone Start conditions Condition State IS In Progress When to Cancelcancel NeverDo not cancel Pause conditions Condition State IS Postponed Ready for deploy Complete conditions Condition State IS Completed Closed Complete Create a Task record. For this, complete the steps below:
- Navigate to https://{your_instance_url}/record/task
- Fill in the mandatory fields. Move it in to the In Progress state.
- Click Save or Save and Exit to apply changes. An indication started.
The Start Timetime field of the indication is populated with the time when the indication actually started. The Original Breach Timebreach time field is populated with the time when indication 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 1 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 2 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.
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To check the incident indication, complete the steps below:
- Open the incident form you need.
- 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 PercentageAstronomical time elapsed, Astronomical time elapsed in %, and the Actual Left Time Astronomical time left fields) are always calculated on the 24x7 basis, unlike the "business" values (the values of the Business Elapsed Timetime elapsed, Business Elapsed Percentagetime elapsed in %, and the Business Left Timetime left fields). These fields consider the schedule specified in the parent indicator.
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In formulas below, NOW stands for the current date and time. |
The Actual Elapsed Time (AET Astonomical time elapsed (ATE) value is calculated as the difference between the current date and time and the Start Timetime (ST) value.
AET ATE = NOW - ST
The Actual Left Time (ALT Astronomical time left (ATL) value is calculated as the difference between the Breach Timetime (BT) value and the current date and time.
ALT ATL = BrT - NOW
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After the indication is breached, the Actual Left Time Astronomical time left stops calculating (that is, no more time left). Also, the Actual Elapsed Time and Actual Left Time Astronomical time elapsed and Astronomical time left values stored in the Duration format. |
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AE% ATE% = AETATE/AD* 100 (%).
Business timings and percentages are calculated as given below.
Used values
Value | Formula | Description | ||
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Start time (ST) | Absent | Indication start date and time. | ||
Breach time (BrT) | Absent | SLA breach date and time.
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Pause time (PT) | Absent | Total duration of pauses. | ||
Astronomical duration (AD) | BrT - ST | An actual duration. It is used to calculate the actual time according to the 24x7 schedule. | ||
Indicator duration (D) | Absent | An indicator duration. It is used in business time calculations according to the specified schedule. | ||
mPT | (NOW - Paused On)^SCH | Pause duration for now (if an indication is paused). The ^SCH means that the formula uses specified schedule when calculating. |
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The Business time elapsed and Business time left values are calculated based on the schedule specified and stored in the Duration format. |
The Business Elapsed Timetime elapsed (BETBTE) value can be calculated using the formula below:
BET BTE = (NOW - ST)^SCH - ( PT + mPT) ; The ^SCH means that the formula uses specified schedule when calculating.
The Business Left Timetime left (BLTBTL) value can be calculated using the formula below:
BLT BTL = (BrT BrT - NOW)^SCH ; The ^SCH means that the formula uses specified schedule when calculating.
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After the indication is breached, the Business Left Timetime left stops calculating (that is, no more time left). |
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BE% BTE% = BETBTE/D * 100 (%)
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The working time consumption rate is calculated to maximum value for BTE% is 999% by default. |
Configuring indications
There are system properties that allow for setting indication records such as breach time and recalculation period. To set them, complete the following steps:
- Navigate to System Properties → All Properties.
- Find the property you need to edit using the list search boxes or the Condition Builder and open it.
- Edit the Value field.
- Click Save or Save and Exit.
Property Name | Description |
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Specify the recalculation period for breached indications. The default value is 7200 seconds (2 hours). | |
Specify the indication recalculation period when there is more than one day left before breach. | |
Specify the indication recalculation period when there are from 6 hours to 1 day left before breach. | |
Specify the indication recalculation period when there are from 2 to 6 hours left before breach. | |
Specify the indication recalculation period when there are from 30 minutes to 2 hours left before breach. | |
Specify the indication recalculation period when there are less than 30 minutes left before breach. | |
Specify the percentage value for the Actual Elapsed Percentage field Astronomical time elapsed in % field after which the indication stops recalculation. This value should be greater or equal to 100%. The default value is 1100%. |
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