Please note: SLA Metric is only applied to Company-managed projects.
SLA Metric is a field that accurately measures the time taken to resolve a particular issue.
It includes the start and end times, as well as the total time elapsed.
SLA Metric incorporates instances that will stop or resume the timer.
Click on three vertical dots at the top right-hand side of the Metric to refresh it.
SLA Metric in the issue
SLA States
SLA PowerBox delivers five SLA states:
- Not Started - the time counter has not started
- Active - the counter is active and the time limit is not exceeded / the counter is active and the Metric has been breached / the Metric is active and the timer was restarted
- On Hold - the time counter has been paused
- Finished - the time counter is finished and the time limit has not been breached / the time limit has been exceeded
- Cancelled - SLA Metric cancelled
