Configure Sla Goal

Introduction

The Goal Modal interface in our application is designed to help you configure Service Level Agreement (SLA) goals efficiently.

This guide will walk you through the steps to set up goals, emphasizing the required duration format and the selection of start and end conditions, which are crucial for defining how SLA calculations are handled.

Key Components of the Goal Modal

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Sla goals

Fields of the popup:

Duration

• What it is?
  The duration defines how long an SLA is in effect. It determines how long a ticket should remain before breaching the SLA.

• Required Format:
  Enter the duration in this specific format:
  Example: 2d 4h 30m, 3h 10m, 1d 30m.

• Input Field:
  You will find a text input field labeled "Duration." Enter your duration in the required format. If the format is incorrect, an error message will appear to guide you.

Start Condition

• What it is ?
  The start condition specifies when the SLA calculation begins. You can configure multiple start conditions based on status changes in the workflow.

• Selection Options:
  For each status, you can choose:

  • "Status is changed from": This condition activates the SLA when the ticket status transitions from the selected status.

  • "Status is changed to": This condition activates the SLA when the ticket status transitions to the selected status.

• Examples:

  • SLA starts when the ticket status is changed from "To Do" or changed to "In Progress."

  • Select multiple conditions such as:

    • Status is changed from: "To Do"

    • Status is changed to: "In Progress"

End Condition

• What it is ?
  The end condition specifies when the SLA calculation stops. Like the start condition, multiple end conditions can now be configured based on status changes in the workflow.

• Selection Options:
  For each status, you can choose:

  • "Status is changed from": This condition stops the SLA when the ticket status transitions from the selected status.

  • "Status is changed to": This condition stops the SLA when the ticket status transitions to the selected status.

• Examples:

  • SLA ends when the ticket status is changed to "Done" or changed from "In Progress."

  • Select multiple conditions such as:

    • Status is changed from: "In Progress"

    • Status is changed to: "Done"

You can refer to the screenshot above to see how to configure the Sla Goal.

Demo Configure SLA Goal

We have prepared a short demo that can help you understand how the plugin works. Enjoy watching.

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