Hi everyone,
my organization has been using SN for ~5 years and recently enabled the Performance Analytics package. I wanted to ask a question regarding the OOB indicator source Incidents.SLA.Open indicator source because I'm honestly confused what point it serves. Initial Indicator source is:
1. SLA definition is SLA
2. Stage is not cancelled
3. Opened on or before today
This ultimately ends up being the filter for the automated indicator "Number of open incidents that should be resolved before today" since it simply uses this indicator source and adds none of it's own. However, I find this to be an extremely mis-leading name because the result of this filter is a cumulative total of all historical incident SLA's which simply weren't cancelled. The mass majority of these incidents are closed in our instance since we have 4 years of usage data and this includes all SLA's which have a stage of "Achieved" or "Breached" so the idea that these are "open incidents" is already very misleading at the very least.
Second, what does this metric really give us? when I run this I end up with ~400,000 records which returns a collection error unless I manually change the Performance Analytics property to allow the indicator source to collect this many records. I feel it would be more accurate to call this "cumulative view of all incident SLA's". I am genuinely trying to understand the thinking behind these OOB indicator sources before I start altering the indicator sources for my own organization.
I will contrast this with the much more reasonable Incidents.SLA.Resolved indicator source which is initially set to:
1. SLA definition is SLA
2. Stage is not cancelled
3. resolved on today
I feel this gives a much more actionable metric since we can view this as "all incidents which were resolved today" and the resulting trend data is a much more varied metric which shows the number of incident's which were resolved that day along with all the SLA's associated with those incidents which in my opinion seems like a much more actionable metric
My Question: why is the incident.SLA.Open built with such a filter? how can we even call these open SLA's since the mass majority of these SLA's will be closed if an organization has any sort of history?
I understand this is a more analytical question and not specifically related to creating new metrics but some insight on wether or not people use this initial Incident source setup would be helpful.
