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In this example, we will use the simplified SLA Behaviours for each metric. All SLAs start when the issue is created. Time to First Response finishes when the issue is commented on. Time to Resolution is finished when the issue is moved to a particular status e.g. Temporary Solution Provided and Root Cause Fix Time SLA finishes when the resolution is set. Below are the SLA Behaviours of every metric. Time to First Response
Time to Resolution
Root Cause Fix Time
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We created three SLA Agreements and configured each one with respective SLA Goals and Behaviours.
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- Finally, after the resolution is provided for the issue, Root Cause Fix Time clock is finished.
