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Now, let’s take a look at the different calculation methods you can choose from.
1. First Cycle – The First Cycle method calculates only the first cycle between the Open and Resolved statuses.
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This calculation method considers the date/time when your issue met the first start condition and uses it as the SLA start date. The date/time when your issue met the first end condition is used as the SLA end date.
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2. Last Cycle – The Last Cycle method calculates only the last cycle between Open and Resolved statuses.
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This calculation method considers the date/time when your issue met the last start condition and uses it as the SLA start date. The date/time when your issue met the last end condition is used as the SLA end date.
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3. All Cycles – The All Cycles method will add up all cycles between Open and Resolved statuses.
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This calculation method considers the date/time when your issue met the last start condition and uses it as the SLA start date. The date/time when your issue met the last end condition is used as the SLA end date.
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4. Largest Span – The Largest Span method will calculate the elapsed time between the first Open and last Resolved status.
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This calculation method considers the date/time when your issue met the last start condition and uses it as the SLA start date. The date/time when your issue met the last end condition is used as the SLA end date.
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And there you have it! When in doubt, always refer to our work process diagrams, as they can teach you how different methods work in the most concise and efficient way possible.
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To better understand SLA calculation, check out these important notes:
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If you have different business hours for each day (as shown below), TTS will consider Monday’s business hours.
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For example, if you add a goal as shown below (1d), TTS will consider this 1 day as 10 hours. This is because your business hours add up to 10 hours on Monday.
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If you want to set your business hours for the “day” option, you can use the Length of Business Day option as shown below:
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