How to configure SLAs for issues

In Yandex Tracker, an SLA is a set of rules that define time for processing issues in queues. For example, you can set the time within which the assignee has to respond to the issue, answer the requestor's comment, or complete the issue. If the assignee doesn't react within this amount of time, Tracker will send you a notification.

You can create SLAs for your support team to control their request processing performance.

For each rule, you can configure:

• The filter of issues it's going to apply to.

• The criteria for starting, pausing, and stopping the timer.

• The timer's schedule.

When the given conditions are met, the timer starts. The timer activates based on the working schedule. The timer will not count outside your working hours.

System schedule SLA timers are idle during holidays that are considered non-working days.