Manage Indications
Create indications
An indication is a time counter. It is 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 service request, and others) that allows you to track 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 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 → Indications.
Indication form fields
Field | Description |
---|---|
Indicator | An indicator that initiated the start of the indication and started the counter. |
Timezone | The indication timezone. |
Record | The original task the agreement counts for. |
Breached | The marker that shows whether the agreement has been breached. |
Astronomical time elapsed | Actual time that has elapsed since the indication started, displayed in days, hours, minutes, and seconds. It is calculated on the regular 24/7 basis. The field itself stores duration in milliseconds. |
Astronomical time elapsed in % | The ratio calculated by the formula is described below. |
Astronomical time left | Actual time left until the agreement is breached, displayed in days, hours, minutes, and seconds. It is calculated on the regular 24/7 basis. The field itself stores duration in milliseconds. |
Start time | The date and time when an indication started. |
Complete time | The date and time when a time counter (an indication) stopped. |
State | The current state of an indication specified:
|
Pause on | The last date and time when the indication paused. |
Pause time | The total duration of the indication pauses, displayed in days, hours, minutes, and seconds. The field itself stores duration in milliseconds. |
Business time elapsed | Business time that has elapsed since the task was started, displayed in days, hours, minutes, and seconds. It counts the working calendar specified in the Schedule field of the original indicator. The field itself stores the duration in milliseconds. |
Business time elapsed in % | The ratio calculated by the formula is described below. |
Business time left | Business time left until the agreement is breached, displayed in days, hours, minutes, and seconds. The calculation counts the working calendar specified in the Schedule field of the original indicator. The field itself stores the duration in milliseconds. |
Breach time | The date and time of the agreement breach that the system calculates, taking into the pause duration, or that is taken from the field defined in the Breach time field of the original indicator. |
Original breach time | The original date and time of the agreement breach, calculated at the moment when the system creates an indication, or taken from the Breach time field of the original indicator. |
Timings and percentages
The indication record contains two sets of fields containing timing information related to the task. These are:
- Astronimical time elapsed
- Astronimical time elapsed in %
- Astronimical 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.
Example
- Create an indicator with the following conditions:
Field | Value |
---|---|
Name | Name |
Commintment type | Resolution Time |
Table | Task |
Active | true |
Indication start time | Defined by condition |
Indication breach time | Defined by duration |
Duration | 10 minutes |
Schedule | 24x7 |
Timezone | Europe/Moscow |
Timezone source | Indicator timezone |
Start Conditions
Field | Value |
---|---|
Start conditions | State IS In progress |
When to cancel | Do not cancel |
Pause Conditions
Field | Value |
---|---|
Pause conditions | State IS Postponed |
Complete Conditions
Field | Value |
---|---|
Complete conditions | State IS Completed |
-
Create a task record:
- Navigate to https://{your_instance_url}/record/task.
- Fill in the mandatory fields. Move it to the In progress state.
- Click Save or Save and exit to apply the changes. An indication starts.
- Navigate to https://{your_instance_url}/record/task.
The Start time field of the indication is populated with the time when the indication actually started. The Original breach time field is populated with the time when the indication is to be breached. This value is calculated by summarizing the indication start time and the related indicator duration.
Next, consider a case when an indicator uses a popular schedule "8x5" (5 working days for 8 hours). Using this schedule, the difference between astronomical 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 an indication complete condition is defined as "State IS Completed." So the incident was taken to work at 2 pm (the indication started), and it was completed at 11 am on the next day (the indication completed). So, its business time elapsed was 5 hours, while the astronomical time elapsed was 21 hours.
Calculation nuances
As mentioned above, the "astronomical" 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.
Used values
Value | Formula | Description |
---|---|---|
Start time (ST) | - | Indication start date and time. |
Breach time (BrT) | - | SLA breach date and time.
|
Pause time (PT) | - | Total duration of pauses that is calculated based on the schedule. |
Astronomical duration (AD) | BrT - ST | An actual duration. It is used to calculate the astronomical time according to the 24x7 schedule. |
Indicator duration (D) | - | An indicator duration. It is used in business time calculations according to the specified schedule. |
^SCH | - | The ^SCH means that the formula uses the specified schedule when calculating. |
The Business time elapsed and Business time left values are calculated based on the schedule specified and stored in the Duration format.
- The Astronomical 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 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 % (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 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.