Set up SLA format display

SLAs are displayed in queues as well as in the issue view of a request, allowing agents to track the status of an SLA. There are two main display options used for tracking how an issue is performing against an SLA:

1. Time left on the clock – this is how long you have left to resolve the request until the SLA is breached. The timer will automatically turn yellow, then red when the SLA has been breached. When you hover over each SLA item, a tooltip shows the data towards the SLA goal.

2. Time to first response or time to resolution – this shows the type of SLA that is being measured and the time for the request to be resolved.

SLA format display options

There are two ways to display SLAs in the queue and issue view. To set a display option for an SLA:

1. From your service project, select Project settings then Request management, then SLAs..

   • All existing SLAs are displayed here.

2. Navigate to the SLA you want to update and select Edit.

3. Select an Due date centric or Time centric under SLA format display.

4. Select Save.

Due date centric

This format displays the relative time and date, or the exact date for completed, or breached SLAs. For example, due tomorrow at 10:30 AM.

Time centric

This format displays hours left on the clock. For example, time to resolution within 8h 30m.

Project admins can choose a format for the tooltips of SLAs to display. The format is effective on both issue view and queue view of a request.