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.
SLA Metric in the issue
SLA States
SLA PowerBox delivers five SLA states:
- Not Started - the time counter has not started
- Active - the time counter is active
- 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