Create indications
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.
When creating an indication-related record, the system fills in the fields of this record. Time points and timings are also automatically recalculated when the indicator counting pauses, cancels or stops.
To check the indication for an incident, complete the steps below:
- Open the required incident record.
- Scroll down to the Related Lists area and open the Timepoints Indication tab.
- Open the indication record you want to check.
To check the active service level indications, navigate to Service Level Management → Indication.
Timings and percentages
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
and
- Business time elapsed
- Business time elapsed in %
- Business time left
The difference between these values is that the "astronomical" values are always calculated on the 24x7 basis, while the "business" values take into account the schedule specified for the related indicator.
Calculation nuances
As mentioned above, the "astronomical" time values are always calculated on the 24x7 basis, unlike the "business" values. These fields consider the schedule specified in the parent indicator.
- If the specified schedule is invalid or deleted, the 24x7 schedule is used for calculations.
- A schedule is applied based on the timezone specified in the parent indicator.
In formulas below, NOW stands for the current date and time.
The Astronomical time elapsed (AET) value is calculated as the difference between the current date and time and the Start time (ST) value.
AET = NOW - ST
The Astronomical time left (ALT) value is calculated as the difference between the Breach time (BT) value and the current date and time.
ALT = BrT - NOW
After the indication is breached, the Astronomical time left stops calculating (that is, no more time left). Also, the Astronomical time elapsed and Astronomical time left values are stored in the Duration format.
The Astronomical time elapsed in % (AE%) value is calculated by the formula below:
AE% = AET/AD* 100 (%)
Business timings and percentages are calculated as shown below.
The Business time elapsed (BET) value can be calculated using the formula below:
BET = (NOW - ST)^SCH - ( PT + mPT)
The Business time left (BLT) value can be calculated using the formula below:
BLT = (BrT - NOW)^SCH
After the indication is breached, the Business time left stops calculating (that is, no more time left).
The Business time elapsed in % (BE%) can be calculated using the formula below:
BE% = BET/D * 100 (%)
The working time consumption rate is calculated to 999% by default.
Configure indications
There are system properties that allow to set indication records such as the breach time and recalculation period. To set them, complete the following steps:
- Navigate to System Properties → All Properties.
- Find the required property 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 |
|---|---|
| Specifies the recalculation period for breached indications. The default value is 7200 seconds (2 hours). | |
| Specifies the indication recalculation period when there is more than one day left before the breach. | |
| Specifies the indication recalculation period when there are from 6 hours to 1 day left before the breach. | |
| Specifies the indication recalculation period when there are from 2 to 6 hours left before the breach. | |
| Specifies the indication recalculation period when there are from 30 minutes to 2 hours left before the breach. | |
| Specifies the indication recalculation period when there are less than 30 minutes left before the breach. | |
Specifies the percentage value for the 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%. |
