SLA Indication widget visualizes time left till the closest SLA deadline. When the SLA indicators are set, the widgets displays countdown of relevant indications for the record. For example, the Incident table has an indicator which starts when the incident record is registered and ends when the work on the incident is completed, so the visualized indication will count down the time until the incident is in the Completed state.

Widget Appearance

Widget consists of the following elements:

1. Wheel with complete percentage.
2. Time counter.
3. Title of the SLA Indicator.

4. Time till the closest of indicators.

   If the record has expired indication, this line will display the date of the expired indication.

   
   

• The red color defines that the SLA indication is expired. 

  If the indication is expired, the widget will display its deadline at the top right corner (number 4 in the screenshot). Deadlines of other indications will be ignored till the expired one is completed.

  
  

• The blue color defines the SLA indicator has started but not yet finished.
• The grey color defines that the conditions for the SLA indicator has not been met yet.

Setting up the widget

SLA Indication widget can be added to the tables extended from the ITSM Task table. By default, they are not displayed on the form.

For displaying data about SLA deadlines, the following configurations should be taken:

• Adding widget to a form layout
• Setting up indicators

Adding widget

1. Open the form you want to add a widget to.
2. In the hamburger menu, select Configure → Form → Layout.
3. Move the SLA indications widget from the Available box to the Selected box.
4. Click Save to apply changes.

Creating indicators

To set up an indicator, perform the following steps:

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

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