Start when opened, end when resolved
Context: An energy company needs to start the SLA when an issue is opened and end it when resolved.
User Problem: As an energy company, our contract obliges us to start the SLA when an issue is opened and end it when it is resolved. Moreover, we need the SLA to count all the processes between the two statuses.
Solution: Using Time to SLA’s highly customizable Start and End conditions, as well as different calculation methods!
With Time to SLA, you can set up as many different SLAs as you want. Let’s set up an SLA that meets the conditions above:
How to start an SLA when an issue is opened and end it when the issue is resolved
Create an SLA with the Start and End conditions shown below.
2. Select the Largest Span calculation method to calculate the elapsed time between the first Open and last Resolved status.
Customize all other fields according to your liking, and your SLA is ready.