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KPI Fields: User-Defined KPIs

The KPI Detail page for user-defined KPIs contains the following fields:

KPI Name

Defines the name in the KPI List page for the KPI record. This field is required. You cannot edit this value after the initial save.

Keep Existing Version

Specifies that the current version of the KPI record is retained if the record is updated.

Version

Identifies the version number of the KPI record. The version number is incremented automatically each time the record is updated, and the old version is automatically set to inactive. Multiple versions of a KPI with the same name cannot be active at the same time.

Record Status

(Required) Specifies whether the KPI is active or inactive.

Type

(Required) Identifies the KPI as either Stored Query or SQL type. The value cannot be modified after the initial KPI definition has been saved.

Metric Type

(Required) Specifies the type of calculation that the KPI performs. When you create a KPI, you can select the metric type as follows:

• Stored Query KPI—Metric type is always Count.
• SQL KPI—When creating a KPI, you can select Count, Sum, Max, or Duration from the drop-down list.

  Note: The calculated duration is based on a change to values in a ticket in real time, not in business hours.

The value cannot be modified after the initial KPI definition has been saved.

Refresh Time

Specifies the time interval (HH:MM:SS) at which the KPI metrics are updated. This field is required. When you create a KPI, you can enter the refresh time in hours, minutes, and seconds. You can edit the value.

User Context

(Optional) Specifies the userid of a CA SDM contact. The Role and Tenant assignments of the contact are used to determine data partitioning for the metrics produced by the KPI. You can edit the value.

Stored Query or SQL Query

User-defined KPIs contain one of the following fields, depending on the KPI type:

Stored Query

(Required) Specifies the name of the stored query that this KPI runs. You can enter a value directly, or click the magnifier to search for a stored query. You can edit the value.

Note: The stored query definition must be active and have the KPI Usage option enabled.

SQL Query

Defines the SQL code for your query. This field is required. You can edit the value.

Note: When you save a SQL KPI record, the syntax of your SQL query is validated. An error message appears when the code is invalid. For information about SQL syntax requirements, see the Administration Guide.

Note: If your SQL code does not include an aggregate, the KPI daemon logs error messages and does not return data to the kpi_data table.

Description

(Optional) Provides a detailed description of the KPI's purpose. You can edit the value.

See Also

Make a KPI Active or Inactive