Cloud Migration Resources
Planning a Cloud migration? These resources can help you get started:
→ Time to SLA Cloud features – Review Cloud features and understand key differences between DC and Cloud.
→ Migration support from Appfire – Learn how we can help you migrate smoothly.
SLA conditions
The SLA conditions feature allows you to set up rules that trigger SLA events based on various criteria within an issue's lifecycle. These conditions are designed to ensure that issues are addressed and resolved in accordance with customer expectations.
Types of SLA conditions
There are four types of SLA conditions that you can set: Start, End, Reset, and Pause On.
Start, Stop, and Reset conditions are called point conditions. They define a point within an issue’s lifetime, such as when the issue was assigned or when the status changed to Open.
Start and End conditions are mandatory. They shouldn’t be the same, as setting the same conditions for each can result in faulty data.
You can add more than one condition. There is an OR function (not AND) between conditions, which means when any of the conditions are met, the SLA will start.
The Reset function enables you to define the conditions under which an SLA will be reset. According to your selection, a new SLA can be started, and the new SLA can only start counting again if the start condition is met.
There are three use cases to keep in mind here:
A finished SLA is a closed contract and a reset cannot change that
A finished contract might be reactivated from zero with a reset
A finished contract might be completely invalidated with a reset. Even in SLAs that are in the first cycle, the SLA can start from zero with a new START event.
Pause is an interval condition. It defines an interval within an issue’s lifetime.
When there are multiple pause intervals, all of them will be applied to the SLA. Let’s take assignee is EMPTY and team is EMPTY, for example. Here, the SLA will be paused when the assignee is EMPTY, the team is EMPTY, or both of them are EMPTY.