Example: creating a basic SLA
This example looks at how you might create a very basic SLA for a service project with a basic workflow:
- All highest priority and blocker issues must be resolved within 24 hours.
- You provide 24/7 support for certain customers (these issues are labeled with "24h").
- You provide 9-5 support for all other customers, but you don't track SLA metrics for them.
Set the following conditions:
Condition | Value |
---|---|
Start | Issue Created |
Stop | Resolution: Set |
Set goals in the following order:
Issue | Goal | Calendar |
---|---|---|
priority = Blocker OR priority = Highest AND labels = 24h | 24h | Default 24/7 calendar |
priority = Blocker OR priority = Highest | 24h | Sample 9-5 calendar |
All remaining issues | No target | Sample 9-5 calendar |
Last modified on Oct 13, 2023
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