An indicator is a rule of a time counter activation specified by proper conditions for starting, pausing, resetting, and stopping this counter. It also determines the time limit for declaring SLA as breached and contains time conditions of a commitment type implementation.
For example, based on your SLA agreement, you can create separate SLA indicators for incidents that have an impact from Low to Very High and set a separate Breach Time value for them. When an indicator starts, the system automatically generates an 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 – an 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 is assigned to John Doe. - Retrospective – an indicator creates indications that count time based on the Date/Time field defined manually. Indications are created for records that meet the specified conditions.
For example, the start time is the value of the Opened at field, and the indication is created for a record assigned to John Doe.
Role required: service_level_manager.
Create indicators
To create a new indicator, complete the following steps:
- Navigate to Service Level Management → Indicator.
- Click New and fill in the form.
- Click Save or Save and Exit to apply the changes.
If an indication is not on pause when the reset conditions have been met:
- The pause time and its duration are reset.
- The start time is set to the time reset conditions are triggered.
- The breach time and original breach time are recalculated.
- All specifications are recalculated according to the values defined.
If an indication is on pause when the reset conditions have been met:
- The pause time are reset.
- The start time and pause time are set to the time the reset conditions are triggered.
- The breach time and original breach time are recalculated.
- All specifications are recalculated according to the values defined.
Example of duration calculations
Example 1
Company A uses schedule "24x7", which means 24 working hours, 7 days a week, and around-the-clock shift-work. If you enter "2" into the days field, this value is converted to 48 working hours or 2 working days.
Example 2
Company B uses "8x5" schedule , which means 8 working hours, 5 days a week, one of the most common working schedules. 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.
