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Configure SLA Metrics

Metrics in Deepser are the time-based counters used to track SLA performance -- for example, how quickly an Operator responds to a Service Operation or how long it takes to resolve one. This guide explains how to create and configure metrics. It is intended for administrators setting up SLA policies.

What Is a Metric​

A metric starts counting when its Start condition evaluates to true and stops when its Stop condition is met. Deepser can handle numerous metrics simultaneously, each with its own start/stop logic and associated goals.

Create a Metric​

  1. Navigate to System > Service Design > SLA > Metric.

  2. Click the Add Metric button. The following screen opens:

  3. Fill in the fields:

    FieldDescription
    NameThe name of the metric.
    ModelThe model on which this metric is evaluated.
    StatusIf "Enabled", the metric is active; otherwise it is not evaluated.
    DescriptionA description of what the metric measures.

  4. Click Save.

Example: Time to Close Metric​

Suppose you want a metric that starts counting when a Service Operation is in "New" status and stops when it is closed.

  1. Navigate to System > Service Design > SLA > Metric and click Add Metric.

  2. Set Name to "Time to close".

  3. Set Model to "DeepService -- Operation".

  4. Add a Description as needed.

  5. After saving, the Start and Stop query builders appear. Configure the Start query builder to match status "New":

  6. Configure the Stop query builder to match the closed status:

  7. Click Save or Apply.

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Before the metric becomes operational, you must define goals. See Configure SLA Goals for instructions.