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 When does a SLA target get achieved and cancelled in the SLA tab on issues? Export knowledge base Export     SubscribeSubscribe      Show article info

All SLA Targets that are active (or have been active) on an issue are visible on the SLA tab on an issue.

 

  • If a SLA Target is running and active you will see it as "Running"
  • If you change attributes on an issue so that the SLA Target criterias doesn't apply anymore the SLA Target will be set to "Cancelled". For Example:
    • You have SLA Target criterias such as:
      • Status: New, Assigned, Work In Progress
      • Priority: High, Normal
    • If you change the status from "New" to "Completed" the SLA Target will be cancelled
    • If you change the priority from "Normal" to "Low" the SLA Target will be cancelled
  • If a SLA Target triggers are met the SLA Target will become "Achieved"
  • If a SLA Target trigger is not met the SLA Target will become "Breached"

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