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🤔 Context: A user wants to configure SLAs for Time to First Response and Time to Resolution.

🌧️ User Problem: I want to configure Time to First Response and Time to Resolution SLAs, but I need a roadmap to follow before I can set SLAs by myself.

☔ Solution: Use Time to SLA's Time to First Response and Time to Resolution SLAs roadmap!

This tutorial will provide you with guidance for defining several commonly used SLAs. You can establish these SLAs in a variety of ways based on your needs. This guide is meant to be a road map for your configurations. Let’s start!

Time to First Response

The SLA starts when the issue is created and counts until a member from the Service Desk Team project role leaves a comment.

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For the calculation method, you can select the First Cycle option. Adjust your SLA goal depending on your use case.

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Time to Resolution

The SLA starts when the issue is created and counts until the issue is resolved. You can add multiple SLA conditions and goals depending on your use case.

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For the calculation method, you can select the All Cycles option as your issue could go through the SLA start-end cycle multiple times. Again, adjust your SLA goal depending on your use case.

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Keep in mind that these SLA "recipes" are just intended to be used as a broad guideline. You are free to customize them however you see fit!