How to set up an SLA with Custom fields and different types of Priority

If you have specific requirements for your SLA, for example, the next ones, follow the steps below.

Let’s work with the following workflows: 

From Waiting for support to: 

• Waiting for Customer (Response time met);

• Workaround (Workaround time met);

• Resolved (Resolution time met).

So, if you need to run the SLA for a specific type of customer, we have to set up an SLA for a particular organization with the Custom field “Organization” and choose Priority (Critical, Major, Medium, Low).

Let’s start with the Huawei SLA

We’ll create a separate SLA for each type. 

Steps to create the SLA
Huawei SLA Emergency Resolution time
Response time = Emergency = 10 min all days 

1. Create a new SLA config.
   

   

2. Select a project.

   

3. Create or Change Calendar with 24 x 7 working mode, set working days and hours.

4. Add the first trigger - status = Waiting for support

   Add priority = Critical 

   Select a particular Organization with clients.

5. Skip Pause and set Stop Condition = Status = Resolved
   

   

6. Set Multi-cylce option if you need to sum up all transitions between Start and Stop conditions.

7. Add Emergency Goal name with 10 mins.

8. Choose notification by…. Person if you want to inform them about the exceeded action (optional!).

So we’ve created the SLA condition #1.

That’s all! 🎉