How to set up rules

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.

You can add up to 30 SLA rules to one queue.

To create a new SLA rule:

1. In the left-hand panel, click  Queues and select a queue.

2. In the top right corner of the queue page, click  Queue settings.

3. Go to the SLA rules tab.

4. Click  Create rule.

5. Enter a name for the rule.

6. Select a work schedule. The schedule sets the time when the rule is active. The timer will not count outside your working hours. If there is no suitable schedule, you can create a new one. For instructions, see Creating work schedules.

7. Add issue groups that match the rule.

   • To create an issue group, click  Add issue group and enter a name for the group.

   • To filter issues that you want to add to the group, click and select a field. You can select multiple filter fields.

   • To delete an issue group, click .

   • To cancel the deletion of an issue group, click .

8. For each issue group, set the issue completion times 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 for completion: Time limit for processing the issue. After this time runs out, Tracker sends out a notification saying that the time is up.

9. Add time limit notifications. The notifications are disabled by default.

   • To set up a time limit warning, under Warnings, select By email and specify the Yandex Tracker logins or names of the recipients.

   • To enable notifications about overdue deadlines, under Missing a deadline, select By email and specify the Yandex Tracker logins or names of the recipients.

10. Set the conditions on which the timer will start, pause, or stop.

    •  Start: The timer starts if any of the listed conditions is met. If the timer was on pause, the time count will resume.

    •  Pause (Optional): The timer pauses if at least one of the listed conditions is met. The timer will start when a condition from the Start list is met.

      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.

    Possible conditions:

    Condition	Timer mode	Description
    Assignee deleted	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.
    Client responded	Start, Stop	The condition is met when someone outside of the queue team comments on the issue.
    Issue created	Start	The timer will start immediately after the issue is created.
    Issue status changed to	Start, Stop	The condition is met when the issue moves 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 resolutions in the issue is set.
    Queue team responded	Stop	The condition is met when a member of the queue team comments on the issue.
    Issue has assignee	Pause	The timer will be paused as long as the issue has an assignee. 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.

11. To restart the timer when its start conditions are met again, enable the Restartable timer option.

12. Click Create rule.

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:

1. In the left-hand panel, click  Queues and select a queue.

2. In the top right corner of the queue page, click  Queue settings.

3. Go to the SLA rules tab.

4. Click  Create rule.

5. Enter a name for the rule.

6. Select a work schedule.

7. Add an issue group.

8. Under Issue group, set the maximum response time for an issue.

   • Leave the Time until warning field blank.

   • In the Time for completion field, enter the maximum response time. For example, 15m.

9. Set up a notification about overdue deadlines.

   • Under Missing a deadline, select Send email.

   • Enter your Yandex Tracker login.

10. Set up a timer:

    • Start: Assignee set.

    • Stop: The issue moved to the In progress status.

    • Leave the Pause section empty.

11. Click Create rule.

Viewing and editing rules

To view a list of SLA rules in the queue:

1. In the left-hand panel, click  Queues and select a queue.

2. In the top right corner of the queue page, click  Queue settings.

3. Go to the SLA rules tab.

4. To view a rule's parameters, click  next to its name:

5. Edit the rule settings.

6. Click Save to save the changes.