I want my SLA to be triggered by other SLA
- Derya Özdemir
Context: Managing SLAs across multiple teams or departments can be challenging, especially when issues are passed from one group to another. Ensuring that SLAs are properly tracked and escalated in these handover moments is essential.
User Problem: Our teams struggle to effectively manage SLAs when tasks are transferred between groups. Without a clear way to link SLAs together, they pause SLAs incorrectly or lose visibility of important escalation points. This lack of coordination leads to missed deadlines, increased response times, and reduced overall efficiency.
Solution: Using Time to SLA’s SLA based on other SLA feature.
With the SLA based on other SLA feature, you can create dynamic, chained SLAs that automatically trigger when another SLA ends. This allows you to seamlessly manage transitions between teams, ensuring that service levels are upheld at every stage of the process. By setting one SLA to start when another ends, you eliminate gaps in tracking and ensure continuous monitoring of critical tasks. Whether it’s handing off an issue from support to engineering or from one department to another, this feature ensures a smooth transition and keeps the focus on timely delivery.
You can easily configure this by selecting “Triggered by another SLA” when setting up your SLA start conditions. This will allow you to chain as many SLAs as needed, ensuring proper escalation and tracking throughout the lifecycle of an issue.
