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A list of projects and issue types to exclude in SLA calculations.
Breached
An SLA breach (or violation) happens when your agents don't resolve their cases in time.
C
Condition
SLA conditions determine when a task SLA is opened, paused, resumed, reset, canceled, and completed.
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Jira issues are made up of fieldfields, and custom fields allow people to add information specific to your team's needs.
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The Dynamic Duration is a Jira custom field of text. Users can enter a time string here, and Time to SLA will set the SLA duration as to the input value entered in this field.
E
Elapsed Time
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A type of SLA condition that you can set.
Exceeded
When a target date is exceeded, the SLA commitment is breached.
F
No glossary items.
G
Goal
Each SLA includes a set of goals to determine whether they have been met or not. One of these goals might be the time frame, for example, which is the maximum amount of time for a task to be completed as stated in the SLA.
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The Negotiation Date, located in the SLA Goals menu, is the date that the SLA timer counts down to.
OOverdue
No glossary items.
P
No glossary items.
Q
No glossary items.
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This function enables you to define the conditions under which a running SLA will be reset.Running
S
Shared Holiday
Holiday entries that are shared across all calendars: any changes made to one will be reflected in all of them. Example: New Year’s Day.
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