Example: creating an SLA that doesn't track continuous time
This example looks at how you might create a more complex SLA by pausing the time counter during the workflow:
- Support wants to complete all issues within 40 hours.
- Time spent waiting on the customer doesn't count against the 40 hour goal.
Set the following conditions:
| Condition | Value |
|---|---|
| Start | Issue Created |
| Paused | Status: Waiting for customer |
| Stop | Resolution: Set |
Set the following goals:
| Issue | Goal | Calendar |
|---|---|---|
| All remaining issues | 40h | Default 24/7 calendar |
Last modified on Oct 13, 2023
Powered by Confluence and Scroll Viewport.