SLA

How to use

You can use SLAs on any type of item (Task, Goal, Project, ...).

Here we show you the things you need to do to:

  1. Use our workspace templates
  2. Activate the SLA View
  3. Init the SLA settings
  4. Extend the Board automation

Note that guests cannot use this app
(User types explained - on monday knowledge base).

Use our workspace templates

Use our workspace templates

Our workspace template comes with two boards in which our board automations are integrated.
You can use the SLA features straight through the template.

1. Click on "Add item to workspace" and then on "Choose from templates"

1. Click on 'Add item to workspace' and then on 'Choose from templates'

2. Search for "SLA" and click on "SLA Workspace Templates"

2. Search for 'SLA' and click on 'SLA Workspace Templates'

3. Click on "Use template"

3. Click on 'Use template'

4. You can see that several boards have been created

4. You can see that several boards have been created

5. Open "Form" and fill out the Subject and Priority

5. Open 'Form' and fill out the Subject and Priority

6. The item has been created and has a due date. Click on "Open Item page"

6. The item has been created and has a due date. Click on 'Open Item page'

7. As you can see, the item has an ongoing SLA

7. As you can see, the item has an ongoing SLA

Activate the SLA View

Activate the SLA View

The SLA View allows you to see the SLAs created for an item.
You can also use this view to switch directly to the settings or have the current status of the SLAs highlighted.

1. Open your Board

1. Open your Board

2. Click on "Open item page"

2. Click on 'Open item page'

3. Click on "Add View"

3. Click on 'Add View'

4. Search for "SLA" and click on "Add to item"

4. Search for 'SLA' and click on 'Add to item'

5. Now lets init the SLA within "Settings" and use our integrations

5. Now lets init the SLA within 'Settings' and use our integrations

Init the SLA settings

Init the SLA settings

SLA is shipped with a set of predefined SLAs. This allows you to use the workspace templates and the integrations out of the box.
In order to create your own SLAs or customize the existing SLAs, you must initialize the SLA settings.
Click here for more details about: SLA Initialization

1. Click on Settings within the SLA View

1. Click on Settings within the SLA View

2. Click on "Start process"

2. Click on 'Start process'

3. Select your Timezone, one of the listed Days off, the initial Calendar and click on "Start"

3. Select your Timezone, one of the listed Days off, the initial Calendar and click on 'Start'

4. the Select "SLA" tab to review the SLAs that have been created

4. the Select 'SLA' tab to review the SLAs that have been created

Extend the Board automation

Extend the Board automation

Here we show you how to start and stop an SLA.
We have created a number of integrations so that you can start, pause, resume, stop and restart an SLA.
Click here for more details about: How to use our integrations within Board automation

1. Open your Board and Click on "Automate" to open the Board automation

1. Open your Board and Click on 'Automate' to open the Board automation

2. (1) Select the "Templates"-tab. (2) Select Integrations. (3) Search for SLA. (4) Select the "SLA - Core" App

2. (1) Select the 'Templates'-tab. (2) Select Integrations. (3) Search for SLA. (4) Select the 'SLA - Core' App

3. Click "Use template" on "When an item is created use SLA with SLA - Goal for all other items"

3. Click 'Use template' on 'When an item is created use SLA with SLA - Goal for all other items'

4. Select "Time to First Response (time-to-first-response)" as "SLA"

4. Select 'Time to First Response (time-to-first-response)' as 'SLA'

5. Select "Standard" as "SLA-Goal" and click "Add to Board"

5. Select 'Standard' as 'SLA-Goal' and click 'Add to Board'

6. Switch from "Board automations" to "Templates"

6. Switch from 'Board automations' to 'Templates'

6.1 (1) Select the "Templates"-tab. (2) Select Integrations. (3) Search for SLA. (4) Select the "SLA - Core" App

6.1. Select the 'Templates'-tab. (2) Select Integrations. (3) Search for SLA. (4) Select the 'SLA - Core' App

7. Click "Use template" on "When status changes to something Stop SLA"

7. Click 'Use template' on 'When status changes to something Stop SLA'

8. Select "Status" as "status"

8. Select 'Status' as 'status'

9. Select "Anything" as "something"

9. Select 'Anything' as 'something'

10. Select "Time to First Response (time-to-first-response)" as "SLA" and click "Add to Board"

10. Select 'Time to First Response (time-to-first-response)' as 'SLA' and click 'Add to Board'

11. Close the Automation center"

11. Close the Automation center

12. Create a new Item (e.g. "Hello SLA")

12. Create a new Item (e.g. 'Hello SLA')

13. Open the SLA View and check the now running SLA"

13. Open the SLA View and check the now running SLA

14. Change the Status to "Working on it" and the SLA will be automatically stopped

14. Change the Status to 'Working on it' and the SLA will be automatically stopped