To make sure that your SLA measurements start, pause and stop at the right times, you can specify conditions for every SLA. To create and edit SLA conditions: From your service project, go to Project settings > SLAs. All existing SLAs are displayed here. Select More actions (…) and Edit from the dropdown. Scroll down to the Conditions section. Select Add condition under Start counting time when to set the condition for when the SLA should start measurements. If you add multiple conditions, the SLA measures the time when an issue meets either of the conditions. Similarly, select the plus icon under Pause counting time when to set the condition for when the SLA should pause measurements. This condition is optional. It may be used, for example, when you are waiting for a customer to respond. Select Add condition under Finish counting time when to set up conditions for when the SLA should stop measurements. SLA measurement will be stopped as soon as any one of the conditions specified here are met. Select Save.
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