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 to track resolution time from item creation to resolution
Context: An energy company needs to start the SLA when a work item is opened and end it when resolved.
User problem: As an energy company, we need the SLA to start when a work item is opened and stop only when it is resolved, counting all time spent across every status in between.
Solution: Use Time to SLA’s flexible Start and End conditions together with the Largest Span calculation method to capture the full lifecycle of a work item!
Time to SLA lets you create multiple SLAs with fully customizable conditions. In this scenario, the SLA:
Starts when the issue enters Open
Ends when the issue reaches Resolved
Includes all processes and statuses between those two points
This ensures the SLA reflects the true end-to-end resolution time, without excluding any intermediate steps.
Configuration steps
Create an SLA and configure the following conditions:
Start condition: Status is changed to (Equals) Open
End condition: Status is changed to (Equals) Resolved
This ensures the SLA begins as soon as the work item is created and stops only when the work is completed.
Choose Largest Span as the calculation method.
This method calculates the elapsed time between:
The first time the issue enters Open, and
The last time the issue enters Resolved
It guarantees that all time spent between these two statuses is included, even if the issue transitions back and forth between statuses.
Customize the remaining SLA settings (goals, calendars, and conditions) according to your requirements.
Once saved, the SLA is ready to track end-to-end resolution time exactly as defined in your contract.