Example: creating an SLA with multiple cycles

This example looks at how you might create a more complex SLA by starting and stopping the time counter throughout the workflow. 

  • Support wants to respond to Service requests within two hours: this includes responding within two hours when the issue is created, as well as each time the issue is updated with more information from the customer.
  • All other issues have a response time goal of 24 hours.

You might set up an SLA like this to track response times (for example, how long it takes your team to respond each time a customer updates an issue with more information). This example also illustrates how goals for different issue criteria can be tracked from a single SLA.

tip/resting Created with Sketch.

For further information about how SLAs with multiple start and stop conditions appear in the SLA tracker, see Setting up SLAs.

Workflow to track response times

Set the following conditions:

StartIssue Created, Entered status: Waiting for support
StopResolution: Set, Entered status: Waiting for customer

Set goals in the following order:

Issuetype = “Service Request”2h

Default 24/7 calendar

All remaining issues24h

Default 24/7 calendar

SLA configuration values set as described above

Last modified on Oct 13, 2023

Was this helpful?

Provide feedback about this article
Powered by Confluence and Scroll Viewport.