SLA

Restriction. By default, only the queue owner can configure a queue.

In Tracker, an SLA is a set of rules that defines a timeframe for processing issues in the queue. For example you can set up a time limit during which the assignee must respond to a new issue, respond to a client's comment or completely finish their work on the issue. If the assignee doesn't react within this amount of time, Tracker will send you a notification.

You can filter all issues by any available rule, set up your own timer start and end conditions and specify your work schedule.

  1. Create an SLA rule
  2. View SLA rules
  3. Change a rule

Create an SLA rule

To create a new SLA rule:

  1. Open the queue page.

  2. To the left of the queue name, select  → Configure.

  3. Go to the SLA tab.

  4. Click Create a rule.

  5. Click and enter a name for the rule.

  6. Choose work schedule. The schedule defines the time when the rule is active. The timer will be paused automatically during non-work hours.

  7. The rule can be applied to all issues in the queue, or to specific groups of issues. To add a new group of issues, click Create a new filter and set the criteria for selecting issues.

    To change an existing group, click .

  8. For each group, set the timeframe for completing issues in the format 00h 00m:

    • Warning (optional) — When this time expires, Tracker sends a warning that time is running out for the issue.

    • Expiration — The time limit for processing the issue. At the end of this time, Tracker sends out a notification that time is up.

  9. Set the conditions for starting, pausing, or stopping the timer:

    • Start — The timer starts if any of the listed conditions are met. If the timer was paused, timing will continue from where it left off.

    • Pause — The timer pauses if any of the listed conditions is met. The timer will start when a condition from the Start list is met.

      Attention. If the pause condition is set to "Issue has the status", the timer will start as soon as the issue is switched to any other status.

    • Stop — The timer will stop if any of the listed conditions is met.

    Possible conditions:
    Condition Description

    Assigned

    The condition is met when the issue's assignee is changed.

    Customer answer received

    This condition is considered fulfilled when user not on the queue team adds a comment to the issue.

    Issue created

    This condition can only be applied to Start. The timer will start immediately after the issue is created.

    Change issue status to

    The condition is met when the issue is switched to one of the specified statuses.

    Resolution deleted

    The condition is met when a previously set resolution is removed from the issue.

    Issue has the status

    This condition can only be selected for Pause. The timer will be paused while the task is in one of the specified statuses. After the status changes, the timer will start automatically.

    Resolution set

    This condition is met when the one of the resolutions in the issue is set.
    Received a response from the queue team

    This condition is considered fulfilled if a user not on the queue team added a comment to the issue.
    Possible conditions:
    Condition Description

    Assigned

    The condition is met when the issue's assignee is changed.

    Customer answer received

    This condition is considered fulfilled when user not on the queue team adds a comment to the issue.

    Issue created

    This condition can only be applied to Start. The timer will start immediately after the issue is created.

    Change issue status to

    The condition is met when the issue is switched to one of the specified statuses.

    Resolution deleted

    The condition is met when a previously set resolution is removed from the issue.

    Issue has the status

    This condition can only be selected for Pause. The timer will be paused while the task is in one of the specified statuses. After the status changes, the timer will start automatically.

    Resolution set

    This condition is met when the one of the resolutions in the issue is set.
    Received a response from the queue team

    This condition is considered fulfilled if a user not on the queue team added a comment to the issue.

  10. In the Notifications section, specify how and who to notify of overdue issues.

  11. Click Save.

Example

Let's create a rule for monitoring response time to new issues. The timer for this rule will start as soon as the issue has been assigned, and will stop when the assignee starts working on it. If the assignee does not react to the issue within 15 minutes, you will receive an email notification.

To create a rule, do the following:

  1. Under Timeframes for issues, set the maximum reaction time for an issue.

    • Leave the Warning field empty.

    • In the Expiration field, enter the maximum reaction time (for example, 15m).

  2. Set up a timer:

    • Start— Assignee set.

    • Stop — The issue is switched to the status “In progress”.

    Leave the Pause section empty.

  3. Set up notifications for overdue issues:

    • Notify via — Email.

    • Recipients — Your login name in Yandex.Connect.

View SLA rules

To view a list of SLA rules that apply in the queue:

  1. Open the queue page.

  2. To the left of the queue name, select  → Configure.

  3. Go to the SLA tab.

To view the rule settings, click the name of the rule:

Work schedule

The schedule defines the time when the rule is active. The timer will be paused automatically during non-work hours.

Timeframes for issues

The rule can be applied to all issues in the queue, or to specific groups of issues. You can set a different timeframe for each group:

  • Warning (optional) — When this time expires, Tracker sends a warning that time is running out for the issue.

  • Expiration — The time limit for processing the issue. At the end of this time, Tracker sends out a notification that time is up.

Timer settings

Events that start, pause, or stop the timer:

  • Start — The timer starts if any of the listed conditions are met. If the timer was paused, timing will continue from where it left off.

  • Pause — The timer pauses if any of the listed conditions is met. The timer will start when a condition from the Start list is met.

    Attention. If the pause condition is set to "Issue has the status", the timer will start as soon as the issue is switched to any other status.

  • Stop — The timer will stop if any of the listed conditions is met.

Notifications

Who gets notified of overdue issues and how Tracker sends notifications.

Change a rule

To change an SLA rule:

  1. Open the queue page.

  2. To the left of the queue name, select  → Configure.

  3. Go to the SLA tab.

  4. Select the rule.

  5. Click Edit.

  6. Make your changes and then click Save.