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.
I want SLAs to be reset when reassigned
Context: A Senior Software Engineer wants SLAs to restart when responsibility for an issue changes, ensuring accurate time tracking across team handovers.
User problem: As a Senior Software Engineer, I need SLAs to be reset when an issue is reassigned to another team member, so we can clearly track how much time each stage of ownership takes.
Solution: Use Time to SLA’s built-in reset functionality to automatically restart SLAs when the assignee changes.
Time to SLA lets you define reset conditions for SLAs. When a reset condition is met, the SLA timer restarts, allowing you to measure time independently for each assignee.
In this use case, the SLA resets every time the Assignee field changes.
Configuration steps
Open SLA Configurations.
Locate the Reset condition, and click +Add new reset condition.
Click Field value is changed and select the Assignee field.
For When field value is, select Changed.
Click Confirm.