SLA Goal setting | Data Center

To track whether SLA is achieved or not, users can set goals. SLA Time and Report users can set 3 types of SLA Goals:

• Time limit based on Single-Projects (the calculation will be based on the number of hours and minutes that Issues are expected to be moved from Start to Stop conditions)

• Time limit based on Multiple-Projects (the same functionality as the usual Time limit based, but it is possible to set up SLAs for several projects at the same time)

• Negotiated goals (the calculation will be based on a definite date and time set in the Issues field. (E.g: Due Date)

You can select the goal type you would like to use when you start SLA config creation. Just click the “Add new” field and choose one of the three displayed types.

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The time limit based SLA type allows you to set the specific amount of time permitted to resolve the ticket. For example, 2d 6h 30m.

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.

1. First, create goals in the configuration:

2. Next, we can choose priorities:

The goal will start the countdown if the priority set in the goal is the same as in the ticket.