The Subscriptions tab on the Department object is where customer departments can subscribe to a service. Each subscription has metrics that are used in BRM Accelerator portlets for the dashboards and the portals. Most key metrics are user defined values. The incident data is imported from Service Desk.
To view these metrics, click the Properties icon for a service subscription name.
The following metric are used in BRM Accelerator portlets:
A percentage value that indicates how satisfied the customer is with this subscription. This field accepts percentage values limited to values of 1-100. Based on this percent amount, stoplight rules for customer satisfaction are hard-coded. This field appears on the Subscription Properties: Main page.
The total number of SLA violations for this subscription. This field appears on the Subscription Properties: Main page.
The threshold number for SLA violations for this subscription. This field appears on the Subscription Properties: Main page.
The total number of open incidents for this subscription.
The incident threshold number for the incident stoplight values. This field appears on the Subscription Properties: Main page.
The total number of change orders for this subscription.
The amount charged to the customer for this subscription.
The total number of users or customers for this subscription.
The number of active users or customers for this subscription.
The number of times this subscription web site (if one exists) has been visited.
This is a link to the Key Metrics page where the user can define what type of key metric they are creating (Closed Incidents, Created Incidents, Other, Utilization, or Value). The stoplights are determined by metric type, whether or not the value is over the target threshold, and whether the Higher Values Better check box is selected or not. This applies to items that are user- defined only. If there is no pre-defined key metric for Created Incidents or Closed Incidents, then the import from Service Desk creates one on the subscription.
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