› Initial setup › Set up key business metric

Set up key business metric

Set up a metric to monitor the number of cases raised daily. If the cases exceed a certain number, launch a process to escalate it. The process can be used to do anything from notifying management, to invoking a review, and more.

Set up a business event: Cases Raised

  1. On the TotalAgility Advanced Studio Home page, navigate to Monitoring > Business events and click New.

    The New business event dialog box appears.

  2. In the Name box, enter Cases Raised as the name of the business event.
  3. On the Category list, select Incident Management.
  4. Provide single metadata by adding the name of the customer.
    1. Under Fields click .
    2. In the Name box, enter Customer User Name.
    3. Leave the Value as Single line of text.
    4. Click Add.
  5. Click Save.

Set up a business alert: Large Number of Cases

Set up a business alert to create a process. If more than three cases are raised daily, then TotalAgility creates a job on the process to alert someone that there is an issue.

  1. On the TotalAgility Advanced Studio Home page, navigate to Monitoring > Business alerts and click New.

    The New business alert dialog box appears.

  2. In the Name box, enter Large Number of Cases.
  3. On the Category list, select Incident Management.
  4. On the Create job list, select New to allow TotalAgility to create a new process.
  5. Enter Escalation in Cases as the name of the new process.
    Active
  6. Click Save.