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Select what type of SLA Goal you want to use for a new SLA config. It can be based on a time limit or a negotiated date (read more here).
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After that, you can configure other parameters for the new SLA config:
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Further, you can add conditions for SLA Reset and select the Multi-Cycle option to get the cumulative sum of all cycles' duration between origin and end statuses.
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At the SLA goals setting menu, you can specify SLA goals (time limit or negotiated date) and choose the Automate action for exceeded issues:
notification;
changing reporter;
changing priority;
changing status.
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You can choose an option to notify users separately or/and a group of users in comments about exceeded issues. If you have many users, use the Search field.
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Flexible SLA Context for exceeded issues:
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After setting, you need to save all configurations.
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Also, on the left side menu, you can see a list of SLAs and Work schedules, configured before. You can add the new ones, copy or delete them. Read more about how to set Work schedules here.
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Read more about the main SLA configuration points:
And about SLA time reporting:
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If you need help or want to ask questions, please contact us through SaaSJet Support or via email support@saasjet.atlassian.net |
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