issue found in multiple sla goals

[Flavius Nopcea]

When you define a sla you can add multiple goals with diferent time values.

if an issue is found in multiple goals what value will be taken into account?

[Michael Ruflin · Accepted solution]

Hi Flavius

The first goal that matches wins (top to bottom). I would recommend ordering goals by SLA importance to ensure the right time applies.

Michael

[Flavius Nopcea]

what would happen if I have 3 SLAs and my issue matched all 3 of them? what gold will be taken into account? thanks

[Michael Ruflin]

SLAs are completely independent. If you have three SLAs, each of the three has a separate definition of goals and each of the three will evaluate the most appropriate one to use for an issue.

[Judd]

Hi Flavius,

SLA goals are checked top to bottom - the first goal that matches will be used. Any issues that don't match any goal can be given a default by setting a value for 'All remaining issues'.

Cheers

Judd