How to manage different SLA and why are the SLA field hidden on resolution
Hi!
I have some trouble trying to set some SLA for our projects, hope you guys could help with some solutions or workaround.
Some projects need different type of SLA, indicating the time for some particular actions (for example, the maximum time the ticket can be in a particular state). In the configuration we only have one kind of sla with tree purpose: First Reply, Next Reply and Resolution Time.
How can we add more field to be managed as SLA?
For example: we need a new “Response time” field of 4h (based on a severity field) which will start at the creation of the ticket and will end when is in a particular state like “Accepted”. Meanwhile, the “Resolution time” fileld should also be present to track the resolution until the ticket is close.
There's also a strange behavior with the sla fields, they will disappear once are resolved and the comment log report this indication “27 Feb 2024 12:22 → No resolution time”…
Any thoughts or suggestions?
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Hi Andrea,
It looks like we're already discussing this issue in a support ticket you created. So, my reply will be quite similar to the one I sent there.
The SLA goals available in YouTrack Helpdesk are indeed limited to "First Reply", "Next Reply", and "Resolution Time". However, you could implement a custom workflow to track some other fields or metrics. I suggest we continue working on this within the support ticket.
As for the SLA field values disappearing, this is by-design behavior: once the SLA event occurs, the goal becomes obsolete (it was either met or violated). But if you want to preserve those values for the purposes of reporting, it is also possible to achieve with a custom workflow.
Thanks for the reply Julia, we ended up creating a js custom workflow. It wasn't clear ah the beginning.
Thanks!
You're welcome! 😊