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 Overview of the SLA Target and Escalation feature Export knowledge base Export     SubscribeSubscribe      Show article info

The SLA Target and Escalation feature makes it hard to miss important events, such as:

  • Support emails that needs to be replied within a specific time period.
  • Important issue deadlines

SLA Targets  - the trigger (if/when an action/escalation should occur)

SLA Targets are configured on a "company level" in the 'Account Settings -> 'Contracts and SLA settings' -> 'SLA Targets' menu.

 

There are several types of SLA Targets that check different things:

  • Issue hasn't changed for X hours - triggers when an issue has been unmodified/not changed for the specified amount of time
  • Start date - triggers on the Start date coming up. Mostly used for generating an alert before the start date.
  • Due X hours from now - triggers when the issue Due date in coming up in the specified amount of time.
  • In progress time more than X hours -  triggers when an issue has been "worked on" for the specified amount of time (i.e. spent time in a status with the flag "In progress")
  • Time in start or running statuses more than X hours - triggers when an issue has spent the specified amount of time in statuses with the 'Start or Running' flags set, as opposed to being paused or closed.

 

The issues to "look for" can also be filtered to look only for issues with a specified status, priority or issue type.

When an issue is found that matches an SLA Target, the SLA Target is "triggered".

To create a SLA Target you have to set up a Work schedule. The Work schedule is used to determine if a SLA Target should be triggered or not.

 

If you for example have a Work schedule like this:

  • Monday-Friday; 08-17
  • Saturday-Sunday; Closed

the time between 17-08 will not be used when checking the SLA Target.

 

Note that a SLA Target only trigger for issues in the future. So to trigger a SLA Target 2 hours before a due date, the issue needs to be scheduled before that time, i.e. if you create a new issue with a due date in one hour you will not get an alert from the SLA Target.

SLA Escalations - the action (what should happen when the SLA Target is triggered)

In every project you want to use an SLA Target, you set up one or more "SLA Target escalations". You can also find the escalations in their own tab of their SLA Target page. In the resulting Escalation dialog you specify what should happen when an SLA Target is triggered, and when.

 

You can enter the escalation time in hours/minutes before or after the triggering event. The different actions you specify are:

  • Assign current owner to ...
  • Assign current owner group to ...
  • Set status to ...
  • Set priority to ...
  • Change modified date checkbox

 

And you can also choose what users/User groups to send notifications to when that SLA Target is triggered.

The SLA Target escalations are configured in 'Settings -> SLA escalations' menu for each project.


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