Tracking SLAs

Time to SLA lets you monitor and track internal response goals, external service level commitments, and more. To track your SLAs with ease, you can use:

1. SLA Panel

The SLA Panel displays all SLA metrics in one handy place with a customizable design. The panel appears in issue view screens if an issue meets the conditions for an SLA.

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2. SLA Overview

The SLA Overview tab displays all SLA activities within an issue.

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3. SLA History

Always visible in the issue's main view, the SLA History tab displays the SLA's history within the issue.

4. Time to SLA Custom Field

Based on the SLA definition and the working calendar, the Time to SLA Custom Field displays the remaining time or overdue time as a countdown.

5. SLA Indicator Custom Field

The SLA Indicator Custom Field displays a brief display of whether SLAs have been met, are currently in breach, or still in progress.

6. Overdue Custom Field

The Overdue Custom Field displays SLA breach details within a specific issue.

7. SLA Dates Custom Field

Depending on your choice, the SLA Date Custom Field can display the issue's SLA Start Date, SLA End Date, or SLA Target Date.

Next Steps

Next, we will go through the different types of tracking tools you can use in detail. Let’s start with the SLA panel.