Configuring rules

Creating a ruleCreating a rule

The rule will be applied to all the new issues in the queue. The SLA timer will not appear in the issues created earlier than the rule.

To create a new SLA rule:

1. In the left panel, click Queues and select a queue.

2. In the top-right corner, click Queue settings.

3. Go to the SLA rules tab.

4. Click Create rule.

5. The default rule name is New SLA rule. To edit the name, click it and enter a new one.

6. Select a work schedule from the list. The schedule sets the time when the rule is active. The timer will not count outside your working hours.

7. Configure Issue groups that meet the rule, and the time to respond, if required. Issue are grouped using filters. You can set an individual deadline and warning time for each issue group. The All issues in the queue filter is enabled by default.

   • The default issue group name is New issue group. To edit the name, click it and enter a new one.

   • To add a filter, click + under the issue group name and select a field for filtering from the list. You will see this field added to the issue group row. Click a field for filtering and select an appropriate value. If you use multiple fields for filtering, click + once again and repeat the above steps.

   • Specify Time until warning (optional) in 00h 00m format. When this time expires, Tracker sends a warning that the time to process the issue is running out.

   • Specify Time until expiration in 00h 00m. It is the time limit for processing the issue. After this time runs out, Tracker sends out a notification saying that the time is up.

   • You can set up multiple issue groups per SLA rule. To create an issue group, click + Add issue group.

   • To delete an issue group, click at the end of its row.

8. Under Time limit notifications, specify how to send warnings and notifications about overdue issues and to whom.

9. Under SLA timer settings, set the conditions on which the timer will start, pause, or stop:

   • Start: The timer starts if any of the listed conditions is met. If the timer was on pause, the time count will resume.

   • 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.

     Alert

     If the pause condition is set to Issue has the status, the timer will restart as soon as the issue switches to any other status.

   • Stop: The timer stops if any of the listed conditions is met.

   Possible conditions:

   Condition	Timer mode	Description
   Unassigned	Start, Stop	The condition is met when the issue assignee is removed.
   Assigned	Start, Stop	The condition is met when a new assignee is set for the issue.
   Response from requester	Start, Stop	The condition is met when the issue is commented on by a user who is not a member of the queue team.
   Issue created	Start	The timer starts once the issue is created.
   Issue status changed to	Start, Stop	The condition is met when the issue is switched to one of the specified statuses.
   Resolution deleted	Start	The condition is met when a previously set resolution is removed from the issue.
   Issue has the status	Pause	The timer will be paused while the issue is in one of the specified statuses. After the status changes, the timer will start automatically.
   Resolution set
   Stop	The condition is met when one of the specified resolutions in the issue is set.
   Queue team responded	Stop	The condition is met when the issue is commented on by a user who is a member of the queue team.
   Issue has assignee	Pause	The timer will be paused while the issue has an assignee set. Once the assignee is removed, the timer will restart automatically.
   Issue has no assignee	Pause	The timer will be paused while the issue has no assignee set. Once the assignee is set, the timer will start automatically.

10. You can configure the timer to reset if the start conditions are met. To do this, enable Restartable timer under SLA timer settings. In this case, instead of resuming the time count, it will restart after the pause.

11. Click Create rule.

ExampleExample

Let's create a rule to control the response time to new issues. The timer of the rule will start as soon as the issue is assigned and paused as soon as the assignee starts working on the issue. If the assignee does not respond to the issue within 15 minutes, you will get notified by email.

To create a rule:

1. Under Issue groups that meet the rule, and the time to respond:

   • Since the rule must apply to all queue issues, do not add new issue groups and do not configure filters in the default issue group.

   • Leave the Time until warning field blank.

   • In the Time until expiration field, enter the maximum response time, for example, 15m.

2. Under Time limit notifications, configure notifications about overdue issues:

   • Under Warnings, leave it set to No notifications.

   • Under Missing a deadline, select Send email and enter your username in Tracker.

3. Under SLA timer settings, set up a timer:

   • Start: Assignee set.

   • Leave the Pause section empty.

   • Stop: Select the Issue status changed to condition, click + under it and select In progress.

View SLA rulesView SLA rules

To view a list of SLA rules in the queue:

1. In the left panel, click Queues and select a queue.

2. In the top-right corner, click Queue settings.

3. Go to the SLA rules tab.

To view the parameters of a rule, click in the relevant section:

• Work schedule

  The schedule sets the time when the rule is active. The timer will not count outside your working hours.

• Issue groups that meet the rule, and the time to respond

  The rule can apply not only to all the issues in the queue but also to individual issue groups made up using filters. You can set up individual timeframes for each group:

  • Time until warning (optional): When this time expires, Tracker sends a warning that the time to process the issue is running out.

  • Time until expiration: Time limit for processing the issue. After this time runs out, Tracker sends out a notification saying that the time is up.

• Time limit notifications

  Who gets Tracker warnings and notifications of overdue issues and how.

• SLA timer settings

  The events on which the timer will start, pause, or stop:

  • Start: The timer starts if any of the listed conditions is met. If the timer was on pause, the time count will resume.

  • 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.

    Note

    If the pause condition is set to Issue has the status, the timer will restart as soon as the issue switches to any other status.

  • Stop: The timer stops if any of the listed conditions is met.

Changing an SLA ruleChanging an SLA rule

To edit the SLA rule:

1. In the left panel, click Queues and select a queue.

2. In the top-right corner, click Queue settings.

3. Go to the SLA rules tab.

4. Select the rule and click in the relevant section.

5. Make your changes and click Save.