Configuring rules
Warning
By default, only the queue owner can configure a queue.
Creating 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:
-
In the left panel, click
Queues and select a queue. -
In the top-right corner, click
Queue settings. -
Go to the SLA tab.
-
Click Create rule.
-
Click the icon and name the rule.
-
Select a work schedule. The schedule sets the time when the rule is active. The timer will not count outside your working hours.
-
You cannot use filters to select the issues that the rule will be applied to. The All queue issues filter is enabled by default.
-
To add a filter of issues, click Create a new filter and set the criteria for selecting issues.
-
To change an existing filter, click .
-
To delete the filter, click .
You can set up multiple filters per rule.
-
-
For each group, set the timeframe for completing issues in
00h 00m
format:-
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. At the end of this time, Tracker sends out a notification saying that the time is up.
-
-
Set the conditions on which the timer will start, pause, or stop.
-
Start: The timer starts if any of the listed conditions are 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 start as soon as the issue is switched 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. -
-
You can configure the timer to reset if the start conditions are met. To do this, select Restart the timer each time start conditions are triggered under Restart. In this case, instead of resuming the time count, it will restart after the pause.
-
In the Notifications section, specify who should be notified of overdue issues and which way.
-
Click Save.
Example
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:
-
Under Timeframes for issues, set the maximum response time for an issue:
-
Leave the Time until warning field blank.
-
In the Time until expiration field, enter the maximum response time, for example,
15m
.
-
-
Set up a timer:
-
Start: Assignee set.
-
Stop: The issue switched to the In progress status.
-
Leave the Pause section empty.
-
-
Set up a notification about overdue deadlines.
-
Method: Email.
-
Recipients: Your username in Yandex Tracker.
-
View SLA rules
To view a list of SLA rules in the queue:
-
In the left panel, click
Queues and select a queue. -
In the top-right corner, click
Queue settings. -
Go to the SLA tab.
To view the parameters of the rule, click its name:
-
Work schedule
The schedule sets the time when the rule is active. The timer will not count outside your working hours.
-
Timeframes for issues
The rule can be not only applied to all the issues in the queue, but also to specific issue groups. 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. At the end of this time, Tracker sends out a notification saying that the time is up.
-
-
Timer settings
The events on which the timer will start, pause, or stop:
-
Start: The timer starts if any of the listed conditions are 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.
-
-
Notifications
Who gets notified of overdue issues and how Tracker sends notifications.
Changing an SLA rule
To edit the SLA rule:
-
In the left panel, click
Queues and select a queue. -
In the top-right corner, click
Queue settings. -
Go to the SLA tab.
-
Select the rule.
-
Click Edit.
-
Make your changes and click Save.