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Go to the SLA Manager and create a new SLA.
Select your Project, Work calendar and the Start/Pause/Stop conditions based on the Priority and response time.
For the Start condition, select Status: Waiting for support, Issue type: Bug, Task, and Priority: Medium.
For Pause – Status: Waiting for Customer.
For Stop – Status: Resolved, Cancelled, and all priorities exclude Medium.
Enable the And logic for the Start conditions and activate the Multi-cycle.
Add Comment from: Reporter condition to the Reset SLA.
Set required SLA time goals and Limit Exceeded actions according to the deadlines and required actions. For Medium priority, we’ll mention in the ticket the support department group and several responsible users an hour before the deadline and when the SLA is breached.
You can customize the message text in the Notification Template Editor using Shortcodes.
Save the SLA configuration.
Create SLA configurations with the same logic for the High and Highest priorities.
You must specify one priority in the Start condition and set all others to the Stop condition, and set the corresponding SLA Time goals, as shown in the example below.
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