Setting SLA Conditions

Owned by Derya Özdemir
Last updated: Oct 25, 2023
3 min read

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SLA conditions determine when an SLA is started, resumed, reset, canceled, and completed. This ensures that issues are closed or resolved according to the expectations set for customers. For example, Time to SLA enables you to trigger an SLA to start when an issue changes status, a field value has changed, a specified date in a date field is reached, or someone comments on an issue.

  • On this page, you’ll learn what different SLA conditions mean.

SLA Conditions Overview

There are 4 types of SLA conditions that you can set: Start, End, Reset, and Pause On.

1. 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.

Remember that Start and End conditions are mandatory, while Reset and Pause On are not. Which of these to use depends on your use case.

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.

Start and End conditions shouldn’t be the same. Setting the same conditions for each can result in faulty data!

2. 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:

1) A finished SLA is a closed contract and a reset cannot change that

2) A finished contract might be reactivated from zero with a reset

3) 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.

3. Pause is an interval condition. It defines an interval within an issue’s lifetime.

Next Steps

We just learned the ins and outs of SLA Conditions, and now it’s time to put it all together with examples. Let's look at the different ways you can set when your SLA starts.