How to configure SLA

Question

I want to implement SLA, where after the issue escalated the SLA should be set by the end of the day, What if the issue would raise at night , and SLA should be set by the end of the day? For example: I will raise ticket at 12 am and response should be by 6pm?

Kateryna_v_SaaSJet_ · Answer

Hi @TP053006 
Welcome to the Community!

If you are okay with using third-party apps, I will show you an example of a solution using the SLA Time and Report add-on. With is a 30-day trial, you can try everything shown in the screenshots.

There is a dependency on two things here:
1. Under what conditions should the countdown be started – changes in priority, approaching due date or something else?
2. Should SLA be counted according to your work schedule or regardless of it?

If you need to start the countdown from a status change, for example, to High priority and within working hours, then you need to set your work calendar and a specific SLA goal of 6 hours for SLA configurations.

In this case, SLA will start counting down the time according to the work schedule and will give 6 hours to solve the problem. You also can create additional automation to send custom notifications or change status/assignee/priority.

I hope it will be helpful. The add-on is developed by my team, so if you need further support, please let us know.

Best regards, Kateryna product marketer in SaaSJet

Aditya Verma · Answer

Hi @TP053006 ,

You can try providing a query as below in your SLA configuration. This will filter tickets created between 12AM-6AM of a single day.

project = "TEST" and created > startOfDay("0h") and created < startOfDay("+6h")

Thanks,
Aditya