Time to SLA offers default settings for optimal use and performance. Within Settings, you can modify and adjust some of the default values to your suit your needs and system.
General – From this section, you can select a time zone for the 24/7 calendar, which allows the app to make calculations based on the specified time zone.
SLA Panel – Here you can customize your SLA Panel settings, such as where the panel appears and what’s shown on the screen. Click here to learn more.
SLA Calculation Scope – On this page, you can define a Whitelist (a list of issue types to include in SLA calculations) and a Blacklist (a list of issue types to exclude from SLA calculations). Click here to learn more.
Notification Template – Here you can configure the appearance of the default email and Slack notifications. This will ensure you don’t have to change the default template in the SLA Notification for each notification every time. Click here to learn more about the notification parameters you can use.
Advanced – On this page, you can specify how frequently you would like the SLA Target Date Custom Field to update the Target Date on an SLA, as well as how often reports and audit logs should be deleted.