Settings
If you want the calculation to be based on a definite date and time set in the Issues field (e.g., Due Date), you must choose the “Negotiated date” SLA type.
Click the “+ Configuration” button and choose “Negotiated date”.
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Start and Stop conditions
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The next step is to define the events when the SLA should start. Select one or a few issue fields to let the system know when the calculation should start.
Take the same 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.
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It is helpful when we have such default fields as “Due date”, where users can only specify the date.
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Set Calendar
After setting the Start and Stop conditions and applying the negotiated field, the system will calculate the time from Start to the date and time specified for the issue.
The third 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.
Calculation principle
The system will calculate each issue under the SLA according to the settings above.
SLA will start the calculation when the Start event occurs and measure the Remaining time until the Negotiated date you set.
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| Note |
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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 is set, you can get the Report and monitor the process and results.
Get more information about 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 the instruction here /wiki/spaces/DCSLA/pages/3512864007.
SLA breach Automatic actions
As a part of the SLA monitoring, you can set up Automated action for each SLA breach.
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