For SLA Config you can select a type of SLA Timer calculation: a Multi-Cycle or First Cycle options.
When you choose Multi-Cycle, the SLA timer will turn on runs every time the Start condition will occur is met. So as the result you will get SLA time as the cumulative sum of all cycles' duration between origin and end statuses.
...
Otherwise, SLA time will be calculated for the first cycle only.
...
Here is how SLA time will be calculated when you choose either a Multi-Cycle or First Cycle options.
...
| Info |
|---|
If you need help or want to ask questions, please contact us through SaaSJet Support or via email support@saasjet.atlassian.net |
...