Creating a Query Value Metric

Query Value Metric properties include:

  • Limiting Criteria (Query): Which data/records to include in the Metric (example: All Open Incidents).
  • Value: Type of value to display in the Metric (example: Number of Records, Function, or Duration).
  • Local Cache Value: Amount of time the local cached value is considered useful (fresh) before the value needs to be updated (re-queried and re-cached) (example: 5 minutes).

To create a Query Value Metric:

  1. Open the Metric Manager.
  2. Select a scope and subfolder (if needed).
  3. Click the Create New button.
  4. Define the following Metrics properties:
    Option Description
    Name

    Provide a display name to use within CSM (this property can be searched in CSM Item Managers).

    Description

    Provide a description to use within CSM (this property can be searched in CSM Item Managers).

    Metric Type

    Select the Query Value radio button.

    Business Object
    Select the Business Object whose data to include in the Metric (ex: Incident).
    Note: Only one type of Business Object can be selected. The drop-down displays only Major Business Objects. To display all Business Objects, select the Show All check box.
    Data Type
    Select the type of data (format) to return in the Metric (select one):
    • Date/Time
    • Logical
    • Number
    • Text
  5. Define the limiting criteria (example: All Open Incidents):
    1. Click the Limiting Criteria page.
    2. Search Criteria: Define which data/records to include (example: All Open Incidents). Use a custom Search Query or a saved Search Query (Search Group) to locate/filter the data.
      • Click the Ellipses button Ellipses Button to open the Search Group Manager, and then select an existing Search Group (saved Search Query) or create a Search Group. Saved Searches can be used over and over in numerous places.
      • Click the Custom Query button General Knowledge Search Button to open the Custom Query Builder, and then create a custom Search Query to use only for this scenario.
  6. Define the type of value to display in the Metric:
    1. Click the Value page.
    2. Select one value to display:
      • Function: Select this radio button to display a value that calculates an average, maximum, minimum, or total value based on a selected field. Then, select the function and field (example: Display an average customer satisfaction rating).
      • Number of records: Select this radio button to display the number of records that match the criteria (example: 15 Open Incidents).
      • Duration Function: Select this radio button to display a value that is calculated based on an amount of time. Then, select the Start/End fields and the units (duration) (example: Display the average amount of time that Incidents (meeting your criteria) take to resolve each day (example: Start field = Created Date/Time, End field = Closed Date/Time, and Units = Days).
      • Optimize for database (for best performance): Select this check box to have the system first check the metric cache for a recent version of the metric (if the current value is less than 30 seconds old) before querying the database when a metric is loaded. If this option is disabled, the system will always query the database for the latest value when loading a metric.
  7. Define the local cache value.
    Note: Local cache value is the amount of time the local cached value is considered useful (fresh) before the value needs to be updated (re-queried and re-cached). For more information about Metric caching, see Metric Caching.
  8. Click OK.
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