What is the benefit of using SLA in problem form?

[Aryan]

What is the benefit of using SLA in problem form?

1. On which state should I pause the SLA? 

2. On which state should I complete the SLA? 

[Arun_Manoj]

 Hi @Aryan ,

1. Response SLA

This tracks how quickly the problem is initially acknowledged or assigned.

• Starts: When the Problem record is created (e.g., State = "New").

• Stops/Completes: When the Problem is in progress, like State = "Assess" or "Root Cause Analysis".

• Purpose: Ensures timely triage of problem tickets.

• Pause: When State is "On Hold", "Pending", or similar.

➡️ Use this to measure how fast the problem is being picked up and triaged.

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2. Resolution SLA

This tracks how long it takes to resolve the problem entirely.

• Starts: When the Problem is created.

• Stops/Completes: When State = "Resolved" or "Closed".

• Purpose: Measures time to root cause analysis and resolution (or workaround implementation).

• Pause: On states like "Awaiting Change", "Awaiting Vendor", "On Hold".

➡️ This is the key SLA for problem management, measuring end-to-end resolution time.

[Ankur Bawiskar]

@Aryan 

SLA is an agreement between 2 parties that the issue will be resolved in particular time frame

Now what should be the start, pause, complete depends on customer's requirement

You can check OOTB incident SLAs and get an idea and discuss with your customer for the same for problem table

If my response helped please mark it correct and close the thread so that it benefits future readers.