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Settings
If you want the calculation to be based on a definite date and time set in the Issues field (Ee.g: ., Due Date), you need to choose the “Negotiated date” SLA type.
Click the “Add new” button and choose “Negotiated date”.
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Start and Stop
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conditions
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The next step is to set define the event events when the SLA should start. Select the one or a few issue fields to let the system know when the calculation should beginstart.
Perform Take the same action for steps to set up the Stop condition.
Negotiated date
This SLA type allows you to set up SLA goals based on any date or date&time field.
If the selected field is a date type, the system will allow you to specify the time.
It is useful in the case of helpful when we have such default fields such as Due date “Due date”, where the user users can only specify the date.
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Set Calendar
Having Start, Start conditions set and negotiated field appliedAfter setting the Start and Stop conditions and applying the negotiated field, the system will calculate the time from Start to the date and time precisely for any issue’s dataspecified for the issue.
The third attribute crucial important moment for the calculation is the Calendar (or Work schedule).
Please check how to set it up properly and apply it to your SLA.
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The system will calculate each issue under the SLA according to the setting settings above.
SLA will start the calculation on when the Start event occurs and measure the Remaining time until the Negotiated date you set, minus the whole .
Note: The period of non-working hours according to you chose in the Calendar will not be taken into account.
For example:
If the issue start issue’s Start event is Friday at , 9 a.m, and negotiated the Negotiated date is set to be a Monday, 10 a.m, and when the support team has a weekend. Then, the system will exclude the weekend (non-working time) from the remaining time.
If the Negotiated date is set to during the non-working hourtime, then the system will calculate the time until the first working hour.
If the Stop condition happened happens before the Negotiated date, the issue would Meet will meet the SLA.
In vise versa, If not, the SLA will be breached (exceeded).
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Pay attention that the Pause condition, First/Multi-cycle options, and SLA Reset are disabled for SLA configs with the negotiated date. |
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Monitoring
Once the Negotiated date SLA type SLA has been is set, you can get the Report and monitor issues against itthe process and results.
Get more information about the Report generation here.
SLA Status in the Issue custom fields
If you want to sync the SLA status with the issue custom fields, please check our detail the instruction here.
SLA breach Automatic actions
As a part of the SLA monitoring, you can set up the Automatic Automated action for the each SLA breach.
There are such Automate Automated actions for exceeded issues:
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for the exceeded issues:
notifying users (individuals or groups of users) about the exceeded issues;
changing the assignee;
changing the issue priority;
changing the issue status.
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You can read more on about how to use the Negotiated date function here =>>
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