If the time to resolve the ticket is approaching a breach of the SLA, the an immediate reaction is essential.
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You can define up to the four-time limits for each SLA configuration and choose the following automated action for exceeded issues:
Notification in a comment - when an assignment's target date or deadline is exceeded, the superior assignee will be notified and can reassign the ticket.
Changing assignee - the ticket will be reassigned if it has not moved to the Pause or Stop condition.
Changing priority - your tickets under the particular SLA will change priority as soon as they reach the limit time.
Changing status - once the limit has been reached, the system will change the status for related issues automatically.
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Click on a “SLA Configuration”button ” button on the right corner of the add-on.
Select the configuration on the left side or create a new one.
Scroll down to SLA time goals setting.
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Also, you can turn on the Custom Fields feature to monitor your SLAs on the one Issue or list layout. It displays the Target date and Statusof the SLA goals you have selected to sync with Custom fields.
Get a detailed guide here.
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Make sure that your organization keeps moving punctually by defining an escalation. By notifying management parties about an elapsed goal, you can meet the time boundaries that you agree on with customers.
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