Use Cases for QA & Development Teams

SLA helps development and QA teams manage response times, eliminate idle phases, and quickly address critical defects.

Key Metrics and Tasks

Time the Issue Was Unassigned:

Use this metric to track how long a task stayed without an assignee. Helps detect workflow gaps.

How to Control SLA Using Custom Fields:

Configure SLA rules based on Impact, Environment, or Component.
For example:
Impact = Production Down → SLA 2 hours
Impact = Cosmetic → SLA 10 days

How to Set Up an SLA with Custom Fields and Different Types of Priority:

Create a priority-based matrix of resolution expectations.

How to Configure Working Hours in SLA Calculation:

Ensure SLA reflects productive time of Dev and QA teams.

Practical Tips for QA & Development Teams

• Configure SLA Reset Conditions to restart the timer when an issue is returned for rework.

• Create a "Time to Assign" SLA rule and enable pre-breach alerts so tasks do not remain idle.

• Use status-based SLA to monitor key development phases (Code Review, QA Testing, Development in Progress).

• Analyze SLA Reports by severity to prioritize defect backlogs more effectively.

Below are pages with different use cases that may be useful for you: