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Time to SLA enables you to trigger an SLA to end based on status, date fields or comments. This means that you can end SLAs when an issue changes status, a specified date in a date field is reached or someone comments on an issue.

On this page, you will learn how to:

  • Set the SLA to end when an issue changes status.

  • Set the SLA to end when the specified date in a date field within an issue is reached.

  • Set the SLA to end when someone comments on an issue.

End the SLA when an issue changes status

Go To Define an SLA or Update an SLA (see Create an SLA).

  1. Find the label called SLA End.



  2. Select Status.
  3. Click the drop-down menu to see all possible statuses.



  4. Click a status that the SLA requires in order to end.
  5. The status will appear in the box.



  6. Repeat these steps to add more statuses.



End the SLA when a specified date is reached

Go To Define an SLA or Update an SLA.

  1. Find the label called SLA End.



  2. Select Date Field.
  3. Click the drop-down menu to see all possible date fields.



  4. Select a Date Field that the SLA requires in order to end.
  5. The selected date field will now appear in the box.

    Attention

    SLA End Date is NOT a deadline. It is the actual date of an issue for the chosen date field. 
    You can only select one date field.

End the SLA when a comment is made

Go To Define an SLA or Update an SLA.

  1. Find the label called SLA End.



  2. Select Comment.
  3. Click the drop-down menu to see user groups and select the user group.
    1. Choose a group if you selected "Group Members".
    2. Choose a project role if you selected "Project Roles".
  4. Select the type of comment.
    The SLA counter only ends if a member of the selected group makes a chosen type of comment (public or private).


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