Calculation Method

The Calculation Method determines whether the SLA tracks time for the first cycle only or across all cycles.

First Cycle is selected: the SLA counts time from the moment the Start condition is met until the Stop condition is reached. With All Cycles selected, the SLA starts a new cycle every time the Start condition is met again after a previous cycle ends, and sums the total duration across all cycles.

How it works

With All Cycles selected, the SLA can track time across repeated cycles in the work item's workflow.

The SLA starts when the Start condition is met and stops when the Stop condition is reached. If the work item later meets the Start condition again, the SLA starts a new cycle.

Instead of tracking only the first cycle, the app adds up the time from each cycle. As a result, the SLA reflects the total time spent across all cycles.

With First Cycle selected, only the time from the first Start condition to the first Stop condition is counted.

The example below shows how SLA time is calculated with All Cycles and First Cycle.

How to configure Calculation Method

1. Open the SLA configuration page

2. Create a new SLA or open an existing one

3. Go to the SLA conditions settings

4. Find the Calculation Method and choose All Cycles or First Cycle: