Create indications
An indication is a time counter. It is automatically generated when the indicator start conditions are met. It shows time indications and the current state of the agreement for a particular record, so the users can track the level of the service quality target indicators.
When an indication record is created, it specifies key the timestamps and a link to the related record. Time indicators are automatically recalculated with the periods specified in the settings. Also, the recalculation of time indicators occurs in cases of counting pauses, cancelations, or when the indication stops.
To check the indication for a record, complete the steps below:
- Open the required record.
- In the Related Lists area, select the Timepoints Indication tab.
- Open the indication record you need to check.
To check the active indications, navigate to Service Level Management → Indication.
Timings and percentages
The indication record contains two sets of fields containing timing information related to the task. These are:
- Actual time elapsed
- Actual time elapsed in %
- Actual time left
and
- Business time elapsed
- Business time elapsed in %
- Business time left
The difference between these values is that the "actual" 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 "actual" time values are always calculated on the 24x7 basis, unlike the "business" values. These "business" fields consider the schedule specified in the 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 Actual time elapsed (ATE) value is calculated as the difference between the current date and time and the Start time (ST) value.
ATE = 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 Actual time left stops calculating (that is, no more time left). Also, the Actual time elapsed and Actual time left values are stored in the Duration format.
The Actual time elapsed in % (ATE%) value is calculated by the formula below:
ATE% = ATE/AD* 100 (%)
The Business time elapsed (BET) value can be calculated using the formula below:
BET = (NOW - ST)^SCH - PT
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 % (BTE%) can be calculated using the formula below:
BTE% = BET/D * 100 (%)
The maximum value for BTE is 999% by default.
Configure indications
There are system properties that allow you to set up recalculation configurations, such as the maximum percentage of actual time spent 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 the 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. The default value is 7200 seconds (2 hours). | |
| Specifies the indication recalculation period when there are from 6 hours to 1 day left before the breach. The default value is 3600 seconds (1 hour). | |
| Specifies the indication recalculation period when there are from 2 to 6 hours left before the breach. The default value is 1800 seconds (30 minutes). | |
| Specifies the indication recalculation period when there are from 30 minutes to 2 hours left before the breach. The default value is 600 seconds (10 minutes). | |
| Specifies the indication recalculation period when there are less than 30 minutes left before the breach. The default value is 60 seconds (1 minute). | |
Specifies the percentage value for the Actual time elapsed in % field when the indication stops recalculation. This value should be greater or equal to 100%. The default value is 1100%. |
