Set When the SLA Starts

On this page, you’ll learn how to set Start conditions for SLAs. Your options are:

1. Start the SLA when an issue’s status changes

2. Start the SLA when a field value changes

3. Start the SLA when a comment is made

4. Start the SLA when a specified date is reached

Start the SLA when an issue’s status changes

1. Go to SLAs, and click Add New SLA Definition.

2. Scroll to the Start section, and click the Add one now button.

3. Select Status is changed, and decide whether you want the condition to be triggered when the SLA enters or leaves a selected status (Open, Reopened, etc.).

   Open

   

4. Select a status that the SLA requires in order to start.

5. Click Confirm, and the condition will now appear in the box.

   Open

   

Start the SLA when a field value changes

1. Go to SLAs, and click Add New SLA Definition.

2. Scroll to the Start section of Conditions, and click the Add one row button.

3. Select Field value is changed.

4. Click the drop-down menu to see all possible field values.

5. Select a Field value that the SLA requires in order to start. Depending on your selection, numerous conditions will appear. Time to SLA allows you to define detailed and highly-customizable custom field conditions. Have a taste of what’s possible with the example below:

6. After you’ve set the start condition, click Confirm. The condition will now appear in the box.

Start the SLA when a comment is made

1. Go to SLAs, and click Add New SLA Definition.

2. Scroll to the Start section, and click the Add one now button.

3. Select Comment is made.

4. Click the drop-down menu to select the user or user group.

5. You can also specify whether the SLA should begin when a public or private comment is made.

6. Click Confirm, and the status will now appear in the box.

Start the SLA when a specified date is reached

1. Go to SLAs, and click Add New SLA Definition.

2. Scroll to the Start section, and click the Add one now button.

3. Select Date field is reached, and click the drop-down menu to see all possible date fields.

4. If the selected field is Date only (without a specific time), then you can define exactly when the SLA will start. Simply add a specific time part for this date field.

5. Click Confirm, and the condition will now appear in the box.

Next Steps

We just learned some of the ways you can start an SLA. Next, let’s learn about the different ways you can end it.