Time to First Response and Time to Resolution

This tutorial will provide you with guidance for defining several commonly used SLAs. You can establish these SLAs in a variety of ways based on your needs. This guide is meant to be a road map for your configurations. Let’s start!

Time to First Response

The SLA starts when the issue is created and counts until a member of the Service Desk Team project role leaves a comment.

Open

For the calculation method, you can select the First Cycle option.

Open

Adjust your SLA goal depending on your use case.

Time to Resolution

The SLA starts when the issue is created and counts until the issue is resolved. You can add multiple SLA conditions and goals depending on your use case.

For the calculation method, you can select the All Cycles option as your issue could go through the SLA start-end cycle multiple times.

Again, adjust your SLA goal depending on your use case.