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Before you startbegin: Each interval between a consecutive SLA start and end point within an issue's lifespan is defined as a cycle. By default, each cycle starts with the earliest start point and earliest end point. |
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Important: After meeting the first end condition, your SLA will not restart, even if you provide a start condition after the initial end condition!
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For example: Let's assume that your SLA will start when the status is To Do and end when the status is Done. Once you move the issue to To Do, your SLA will start counting until providing the end condition on this issue. When your status is Done, your SLA will never start again. ⭐ Even if you move the issue from Done to To Do, your SLA will not start, and Time to SLA will not take other cycles into account. |
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After meeting the end condition, if you provide the start condition again, Time to SLA will invalidate the previous cycle and your SLA will start again.
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For example: Let's assume that your SLA will start when the status is To Do and end when the status is Done. Once you move the issue to To Do, your SLA will count until it provides the end condition on this issue. ⭐ When you move the issue Done to To Do, your SLA will reset the elapsed duration and start from the beginning. |
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After meeting the end condition, if you provide the start condition again, your SLA will resume without resetting the elapsed duration.
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For example: Let's assume that your SLA will start when the status is To Do and end when the status is Done. Once you move the issue to To Do, your SLA will count until it provides the end condition on this issue. ⭐ When you change the status of the issue from Done to To Do, your SLA will resume on the previous elapsed duration. Please keep in mind that the elapsed duration will not continue to count between the end and start conditions. |
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After meeting the end condition, if you provide the start condition again, your SLA will resume without resetting the elapsed duration.
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For example: Let's assume that your SLA will start when the status is To Do and end when the status is Done. Once you move the issue to To Do, your SLA will count until it provides the end condition on this issue. ⭐ When you change the status of the issue from Done to To Do, your SLA will resume on the previous elapsed duration. Please keep in mind that, that unlike the All Cycles method, the Largest Span also takes into account intermediary statuses. |
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The anatomy Anatomy of an SLA panelPanel |