Metric
A Metric defines how SLA time is calculated for a record. It controls when the SLA timer starts, pauses, resumes, stops, or is cancelled based on configured conditions. Metrics are used within SLA profiles to measure response and resolution timelines across modules.
Each metric supports configurable Start, Close, Pause, Resume, and Cancel conditions using State and Status values. Multiple conditions can be combined using AND / OR logic. When Status is selected, the metric becomes workflow-aware, allowing conditions to be defined based on statuses specific to a selected workflow.
Metrics can be created, edited, or deleted for Ticket, Request, and Change modules. Default metrics such as Response and Resolution are available and can be enhanced with additional conditions as required.
An SLA Response Metric can be configured to start when a Ticket State changes to Open AND the Status is Analysis. The SLA timer pauses when the state moves to On Hold, resumes when it returns to In Progress, and stops when the state changes to Closed.
Add Metric
Navigate to SLA → Metric and click Add Metric.
You can create SLA metrics for the Ticket, Request, and Change modules.
Metric Details | Add Metric
Name*
Enter a unique metric name
Identifies the SLA metric within the selected module. This name is used when associating the metric with an SLA profile and must be unique within each module. Example: First Response SLA
Criticality
Select from the dropdown
Defines the metric's priority level. This helps categorize SLAs based on business impact and urgency. Example: High
Description
Enter description
Provides context for what the metric measures. Useful for administrators to understand the intent of the SLA metric. Example: Tracks response time for high-priority tickets
Start Conditions | Add Metric
Start Conditions define when the SLA metric calculation begins. The SLA timer starts only when the configured conditions are satisfied.
Start Condition Type
Select from the dropdown
Determines the rule used to initiate the SLA metric.
Matches: Starts the SLA when defined conditions are met.
Creation Time: Starts the SLA immediately when the record is created.
Field
Select from the dropdown
Specifies the attribute that is evaluated to trigger the SLA start.
State: Tracks lifecycle stages such as Open, In Progress, and Resolved.
Status: Tracks workflow-specific stages within a module.
Operator
Select from the dropdown
Defines how the selected field is evaluated against chosen values.
in: SLA starts when the field matches selected values.
not in: SLA starts when the field does not match selected values.
Value
Select from the dropdown
Specifies the value(s) that must satisfy the condition to start the SLA. State example: In Progress Status example: Analysis
Workflow
Select workflow
Displayed only when Status is selected. Determines which workflow’s statuses are applicable for the condition. Example: Ticket Workflow
Status Value
Select status
Lists statuses associated with the selected workflow. SLA starts when the record transitions to the selected status. Example: Respond
Logical Operator
Select AND / OR
Used to combine multiple start conditions.
AND: All conditions must be met to start SLA.
OR: Any one condition can start the SLA.
Add Condition
Click select
Allows adding additional conditions to build complex SLA start logic using multiple fields and operators.
Other Conditions | Add Metric
Start Conditions
Initiates SLA time calculation when the defined condition is satisfied.
This section defines when SLA tracking should begin for a record (Ticket, Request, Change, or Task). The SLA timer starts only when the configured condition evaluates to true. Multiple conditions can be combined using AND / OR logic, including State and Status (workflow-based) conditions.
Example: Start SLA when State = In ProgressAND Status = Analysis. SLA tracking begins only after both conditions are met.
Close Conditions
Stops SLA time calculation and completes the SLA metric.
This section defines when SLA tracking should be considered successful. Once the close condition is met, the SLA timer stops, and the SLA outcome is finalized. Close conditions support the same multi-condition logic as Start Conditions. Example: Close SLA when State = Resolved OR Status = Closed. Once satisfied, SLA is marked as completed and recorded in SLA reports.
Metric calculation will restart on enabling this toggle
Restarts SLA calculation if the close condition is re-triggered after completion.
When this toggle is enabled, the system allows SLA calculation to restart automatically if the record transitions back to a state that re-triggers the close condition logic. This is useful for workflows where records can move back and forth between states.
Example: A ticket is closed (SLA stops), then reopened. With this toggle enabled, SLA calculation restarts instead of remaining in a completed state.
Pause Conditions
Temporarily suspends SLA time calculation without resetting elapsed time.
Pause Conditions define scenarios in which SLA time should not be counted, even when the SLA is active. While paused, the SLA timer is frozen. This is typically used for waiting or dependency-based states.
Example: Pause SLA when State = On Hold or Status = Waiting for Customer. SLA time stops accumulating until a resume condition is met.
Resume Conditions
Resumes SLA time calculation from the paused duration.
Resume Conditions specify when a paused SLA should continue tracking time. The SLA resumes from where it was paused, without resetting the previously elapsed duration.
Example: Resume SLA when State = In Progress after being on hold. SLA continues counting from the paused time.
Cancel Conditions
Permanently terminates SLA calculation and excludes it from compliance.
Cancel Conditions define scenarios where the SLA is no longer applicable. Once cancelled, the SLA stops permanently and is not considered for SLA breach or compliance metrics. This action cannot be reversed automatically. Example: Cancel SLA when State = Cancelled, Duplicate, or Invalid Request. SLA is removed from evaluation and reporting.
Once all required conditions are configured, click Submit to save the metric and apply the defined rules.
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