SLA

[Gaurav69]

If i create a SLA on incident and it shows time when state moves from on hold to in progress. and again the state is on hold, then in progress. Would this SLA Show the time separately for both the times or it will calculate the time and show the added one.

[AndersBGS · Accepted solution]

Hi @Gaurav69 ,

A SLA will only show the summed up time based on the SLA definition defined. To see SLAs separately by state, you need to create a metric for the state field on incident. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders