Service Level Agreement Manager

Automatically route issues by category, severity, and state.

Specification: Integration Apps

Categories: IT, Professional Services, Research and Development

Capabilities: Issue Cases and Bug Management

About This App

Automatically set an issue’s due date based on it’s creation date and severity/ priority (e.g. critical = creation date + 1 day , high = creation date + 2 days, else = creation date + 7 days).

Workflow Rules List

Entity

Rule Name

Description

All Issue Types

SLA – Automatically set the issue’s
due date by it’s severity

The following workflow rule sets the issue’s due date automatically, according to its severity:
if critical – 1 working day from creation, if high – 2 working days from creation,
all other severity levels: up to 5 working days from creation