Creating SLA metrics

Using SLA metrics in Service Manager, we can define what is measured within an SLA. For this recipe, we will show how to create a metric to measure the resolution time of an Incident.

How to do it...

The following steps will guide you through the process of creating SLA metrics in Service Manager:

1. Under Administration, expand Service Level Management and then click on Metric.
2. Under Tasks on the right-hand side of the screen, click on Create Metric.
3. Supply a title for the metric. In this example, we will use Resolution Time and a description.
4. Click on the Browse... button next to the class field and use the filter box in the Select a Class window that opens to select Incident. Click on OK.
5. Use the drop-down list for Start Date and choose Created date.
6. Use the drop-down list for End Date and choose Resolved date:
   

7. Click on OK.

How it works...

Creating a metric defines what you want Service Manager to track, within your SLA definition. So, when an item falls outside the parameters...