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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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