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TIME is a crucial aspect of your workflow, isn’t it? SLA time allows us to determine and control performance efficiency for each issue. Each team has a specific workflow and aims. Therefore let's discover more about Multi-Cycle and First-Cycle options at the SLA Time. And figure out why it is important to know more and how to configure SLA properly.
As it’s mentioned above, Multi-Cycle and First-Cycle features help you to set the SLA timer due to your objectives. They let you optimise the process of calculating time. You can start and stop SLA timer during the workflow whenever you need.
Multi-Cycle is a method of counting time to SLA that provides the cumulative sum of all cycles’ duration between "Start" and "End" conditions.
This function is extremely helpful when you need the SLA timer to be stopped only when the Stop condition is used for the last time. In other words, when the final desired result is gained, the SLA timer should stop calculation. Let's describe one case when Multi-Cycle method allows to achieve the goal - Stop SLA Timer when the ticket is finally resolved for a customer:
So, SLA timer will turn on again whenever the start conditions accomplish and stop only when the start condition never repeats again.
The First cycle option lets you calculate SLA time only between “Start” and “End” conditions. In this case SLA timer will be counting until stop conditions have been accomplished for the first time and to avoid turning on the timer after start conditions’ recurrence.
Here are a few examples when it is needed:
Consequently, Multi-Cycle and First Cycle options help you to configure the SLA timer due to your needs. They let you set the right purposes at the SLA Time Limits.
TOOLS FOR SLA TIME SETTING
For Jira issues, there are few ways to configure SLA time with Multi-Cycle and First Cycle methods:
Also, SLA Time and Report offers flexible SLA time configuration with the Multi-Cycle option. It gives you the ability to turn on/off various calculations for time to SLA. This application has the option to leave multi-cycle disabled if only the First Cycle is important for a particular SLA. In case the multi-cycle option is not selected, the SLA timer will work in the first cycle mode.
In addition to this feature, the application allows to set start/pause/stop conditions according to each account issue fields (including custom fields); custom triggers function for setting time limits with automating actions for exceeded issues (notification, changing reporter, priority, or status); SLA time report to monitor SLA time statuses and to analyze whether your team keeps the SLA time limits.
We try to give our clients all the necessary functions so that the team always has time to perform issues in accordance with time limits!
How about your team?
Do you calculate the Time to SLA?
Which tools do you use? In which cases Multi-Cycle and First Cycle options become handy?
Zoryana Bohutska _SaaSJet_
Customer Success Manager at SaaSJet
51 accepted answers