Watch our video to set up the configurator quickly, or use the text documentation version.
Or follow the instructions from our Step by step SLA Wizard to learn how to work with SLA Time and Report. Our wizard will show you how to set up an SLA step by step.
Go to the SLA configuration menu to create a new SLA timer or edit an existing one.
Click the “+Add new” button to start creating a new SLA config.
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).
After that, you can configure other parameters for the new SLA config:
SLA Goals settings with automated actions
Pay attention that Pause condition, First/Multi-cycle options and SLA Reset are disabled for SLA configs with the negotiated date.
At Start/Stop/Pause conditions, you can choose standard and custom issue fields, which are used by your team for each project.
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.
At the SLA goals setting menu you can specify SLA goals (time limit or negotiated date) and choose the Automate action for exceeded issues:
You can choose an option to notify one user (individual) or a group of users in comments about exceeded issues.
After setting, you need to save all configurations.
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.
Read more about the main SLA configuration points:
And about SLA time reporting: