Incident-related KPIs

[Lhora Alvarez]

Hello community!

I'm reading about how to compute the vendor score and I stumble upon its example on this <link>.
I have a question for the following KPIs:

• Number of New Incidents
• Number of Open Incidents

I understand that there is a field called "Direction" on the Indicator form, wherein the Direction for the above KPIs are set to "Minimize". But I am confused on the results of the indicator score.

Does generating new or open incidents result to a higher KPI score? What is the implication? How does the Direction field affect the calculated score?

[Lhora Alvarez · Accepted solution]

After carefully reading the SN doc and testing KPIs, I've compiled the information that follows.

1. KPIs that can contribute to the Vendor Score must have the following conditions:

• Direction field must be either "Maximize" or "Minimize"
• Unit field must be % (Percent)
• Weight must be greater than 0

Anything other than those conditions, KPIs will be displayed under the "Additional KPIs" section of the workspace.

2. To modify the Weight field, the first two conditions are required.

Even if you have the vendor_admin role, you will find that the Weight field remains read-only if those two conditions are not satisfied.

As for the following KPIs, I checked on my PDI that these have the "#" (number) unit instead of the desired "%". So, I'm not sure why these KPIs are used on the official documentation as examples.

• Number of New Incidents
• Number of Open Incidents