Configure SLA conditions

After selecting the SLA type, the next step is to configure SLA conditions.

SLA conditions control how time flows through your workflow. They define when SLA time starts, pauses, and stops during the work item lifecycle, and determine how time is calculated based on your workflow and working schedule.

Below are the key areas you need to configure.

1. Define SLA conditions

Set up Start, Pause, and Stop conditions to control how SLA time is tracked.

:Start: Go to: SLA Conditions page

2. Configure advanced behavior

Adjust how the SLA behaves in more complex workflows.

SLA Reset

Restart the SLA timer when specific conditions are met (for example, when an issue is reopened).

:Reset: Learn more: Reset your SLA

Multi-cycle option

Track SLA time across multiple cycles instead of stopping after the first completion.

Learn more: Multi-Cycle Option

3. Set working time

Define working hours and calendars used for SLA calculation.

This ensures that SLA time is calculated based on business hours instead of calendar time.

:Calendar: Go to: Calendars and Work schedule

Helpful resources & links