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To set this kind of goal, you need to select this at the first step of SLA config creation. Just click the “Add new” field and choose one of the two displayed types.
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At the SLA goals setting menu, you can specify SLA goals and choose the Flexible SLA Context for exceeded issues/
Time limit based SLA goal type allows you to set the specific amount of time permitted to resolve the ticket. For example, 6h 30m4h 20m.
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1 day (1d) equals 8 hours by default and can be changed in the settings of the selected Work Schedule |
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You can set Custom Field for each goal type and add an Automate action for exceeded issues.
There are such Automate actions for exceeded issues:
notification
changing assignee
changing priority
changing status
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The trigger time limit will be highlighted with the color you have chosen before. When the time limit is exceeded, the color will be automatically changed to red. You can monitor SLA Time for each issue with the configured multi-triggers list
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Context by feature lets you assign specific fields, like priority, assignee, request type, or other fields, to service goals. This means that goals are tracked based on the chosen field context, helping you manage and evaluate SLA performance more effectively. You can set different contexts for conditions, resets, or goals, allowing precise tracking and organization. This feature is only available for Time limit based SLAs and is restricted to single project contexts for cascading fields.
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