Information Technology Reference
In-Depth Information
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Scheduled Downtime End Date
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Scheduled Downtime Start Date
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Scheduled End Date
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Scheduled Start Date
To create a metric for incidents, perform the following steps:
1.
In the Administration workspace of the Service Manager console, click Metric, under
Service Level Management.
In the Tasks menu, click Metric, and then click Create Metric.
2.
In the Create/Edit Metric dialog box, click Browse.
3.
In the Select A Class dialog box, click Incident, as shown in Figure 4-3, and click OK.
4.
FIGURE 4-3
Select a class
Provide a name for the metric. On the Start Date drop-down list, select the event that
you will use to start measuring the time taken to resolve the incident. For example, you
might choose First Assigned Date. On the End Date drop-down list, select the event
that will be used to conclude measuring the time taken to resolve the incident. For
example, you might choose Resolved Date. Figure 4-4 shows an example of the Create/
Edit Metric dialog box for an incident.
5.
