# Metric

A **Metric** defines how SLA time is calculated for a record. It controls when the SLA timer **starts, pauses, resumes, stops, or is cancelled** based on configured conditions. Metrics are used within SLA profiles to measure response and resolution timelines across modules.

Each metric supports configurable **Start, Close, Pause, Resume, and Cancel** conditions using **State** and **Status** values. Multiple conditions can be combined using **AND / OR** logic. When **Status** is selected, the metric becomes workflow-aware, allowing conditions to be defined based on statuses specific to a selected workflow.

Metrics can be created, edited, or deleted for **Ticket, Request, and Change** modules. Default metrics such as **Response** and **Resolution** are available and can be enhanced with additional conditions as required.

{% hint style="success" %}
An **SLA Response Metric** can be configured to start when a **Ticket State** changes to *Open* **AND** the **Status** is *Analysis*. The SLA timer pauses when the state moves to *On Hold*, resumes when it returns to *In Progress*, and stops when the state changes to *Closed*.
{% endhint %}

## **Add Metric**

* Navigate to **SLA → Metric** and click **Add Metric**.
* You can create SLA metrics for the **Ticket**, **Request**, and **Change** modules.

**Metric Details |** Add Metric

<table><thead><tr><th width="118.5999755859375">Label</th><th width="185.99993896484375">Action</th><th>Description / Purpose</th></tr></thead><tbody><tr><td><strong>Name*</strong></td><td>Enter a unique metric name</td><td>Identifies the SLA metric within the selected module. This name is used when associating the metric with an SLA profile and must be unique within each module.<br><br><strong>Example:</strong> First Response SLA</td></tr><tr><td><strong>Criticality</strong></td><td>Select from the dropdown</td><td>Defines the metric's priority level. This helps categorize SLAs based on business impact and urgency.<br><br><strong>Example:</strong> High</td></tr><tr><td><strong>Description</strong></td><td>Enter description</td><td>Provides context for what the metric measures. Useful for administrators to understand the intent of the SLA metric.<br><br><strong>Example:</strong> Tracks response time for high-priority tickets</td></tr></tbody></table>

**Start Conditions |** Add Metric

Start Conditions define **when the SLA metric calculation begins**. The SLA timer starts only when the configured conditions are satisfied.

<table><thead><tr><th width="184.199951171875">Label</th><th width="141.79998779296875">Action</th><th>Description / Purpose</th></tr></thead><tbody><tr><td><strong>Start Condition Type</strong></td><td>Select from the dropdown</td><td><p>Determines the rule used to initiate the SLA metric.<br></p><ul><li><strong>Matches:</strong> Starts the SLA when defined conditions are met.</li><li><strong>Creation Time:</strong> Starts the SLA immediately when the record is created.</li></ul></td></tr><tr><td><strong>Field</strong></td><td>Select from the dropdown</td><td><p>Specifies the attribute that is evaluated to trigger the SLA start.<br></p><ul><li><strong>State:</strong> Tracks lifecycle stages such as Open, In Progress, and Resolved.</li><li><strong>Status:</strong> Tracks workflow-specific stages within a module.</li></ul></td></tr><tr><td><strong>Operator</strong></td><td>Select from the dropdown</td><td><p>Defines how the selected field is evaluated against chosen values.<br></p><ul><li><strong>in:</strong> SLA starts when the field matches selected values.</li><li><strong>not in:</strong> SLA starts when the field does not match selected values.</li></ul></td></tr><tr><td><strong>Value</strong></td><td>Select from the dropdown</td><td>Specifies the value(s) that must satisfy the condition to start the SLA.<br><br><strong>State example:</strong> In Progress<br><strong>Status example:</strong> Analysis</td></tr><tr><td><strong>Workflow</strong></td><td>Select workflow</td><td>Displayed only when Status is selected. Determines which workflow’s statuses are applicable for the condition.<br><br><strong>Example:</strong> Ticket Workflow</td></tr><tr><td><strong>Status Value</strong></td><td>Select status</td><td>Lists statuses associated with the selected workflow. SLA starts when the record transitions to the selected status.<br><br><strong>Example:</strong> Respond</td></tr><tr><td><strong>Logical Operator</strong></td><td>Select AND / OR</td><td><p>Used to combine multiple start conditions.</p><ul><li><strong>AND:</strong> All conditions must be met to start SLA.</li><li><strong>OR:</strong> Any one condition can start the SLA.</li></ul></td></tr><tr><td><strong>Add Condition</strong></td><td>Click select</td><td>Allows adding additional conditions to build complex SLA start logic using multiple fields and operators.</td></tr></tbody></table>

![](/files/5418dcce2d842439bf8aec8d2f2183b3fb74e0f7)

**Other Conditions |** Add Metric

<table><thead><tr><th width="154.5999755859375">Label</th><th width="167.99993896484375">System Behavior</th><th>Description / Example</th></tr></thead><tbody><tr><td><strong>Start Conditions</strong></td><td><strong>Initiates SLA time calculation</strong> when the defined condition is satisfied.</td><td><p>This section defines <strong>when SLA tracking should begin</strong> for a record (Ticket, Request, Change, or Task). The SLA timer starts only when the configured condition evaluates to true. Multiple conditions can be combined using <strong>AND / OR</strong> logic, including <strong>State</strong> and <strong>Status (workflow-based)</strong> conditions.</p><p></p><p><strong>Example:</strong> Start SLA when <strong>State = In Progress</strong>AND <strong>Status = Analysis.</strong> SLA tracking begins only after both conditions are met.</p></td></tr><tr><td><strong>Close Conditions</strong></td><td><strong>Stops SLA time</strong> <strong>calculation</strong> and completes the SLA metric.</td><td>This section defines <strong>when SLA tracking should be considered successful.</strong> Once the close condition is met, the SLA timer stops, and the SLA outcome is finalized. Close conditions support the same multi-condition logic as Start Conditions.<br><br><strong>Example:</strong> Close SLA when <strong>State = Resolved</strong> OR <strong>Status = Closed.</strong> Once satisfied, SLA is marked as completed and recorded in SLA reports.</td></tr><tr><td><strong>Metric calculation will restart on enabling this toggle</strong></td><td><strong>Restarts SLA calculation if the close condition is re-triggered</strong> after completion.</td><td><p>When this toggle is enabled, the system allows SLA calculation to <strong>restart automatically</strong> if the record transitions back to a state that re-triggers the close condition logic. This is useful for workflows where records can move back and forth between states.</p><p></p><p><strong>Example:</strong> A ticket is closed (SLA stops), then reopened. With this toggle enabled, SLA calculation restarts instead of remaining in a completed state.</p></td></tr><tr><td><strong>Pause Conditions</strong></td><td><strong>Temporarily suspends SLA time calculation</strong> without resetting elapsed time.</td><td><p>Pause Conditions define scenarios in which SLA time <strong>should not be counted,</strong> even when the SLA is active. While paused, the SLA timer is frozen. This is typically used for waiting or dependency-based states.</p><p></p><p><strong>Example:</strong> Pause SLA when <strong>State = On Hold</strong> or <strong>Status = Waiting for Customer.</strong><br><br>SLA time stops accumulating until a resume condition is met.</p></td></tr><tr><td><strong>Resume Conditions</strong></td><td><strong>Resumes SLA time calculation from the paused duration.</strong></td><td><p>Resume Conditions specify when a paused SLA should continue tracking time. The SLA resumes from where it was paused, without resetting the previously elapsed duration.</p><p></p><p><strong>Example:</strong> Resume SLA when <strong>State = In Progress</strong> after being on hold. SLA continues counting from the paused time.</p></td></tr><tr><td><strong>Cancel Conditions</strong></td><td>Permanently terminates SLA calculation and excludes it from compliance.</td><td>Cancel Conditions define scenarios where the SLA is <strong>no longer applicable.</strong> Once cancelled, the SLA stops permanently and is not considered for SLA breach or compliance metrics. This action cannot be reversed automatically.<br><br><strong>Example:</strong> Cancel SLA when <strong>State = Cancelled</strong>, Duplicate, or Invalid Request. SLA is removed from evaluation and reporting.</td></tr></tbody></table>

Once all required conditions are configured, click **Submit** to save the metric and apply the defined rules.


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