The OLA metric on issues snap-in allows you to configure stages of an issue to start, pause, and stop the Issue OLA metrics.
The default metric to track issue resolution time is supported by default. Contact our support team if you require additional metrics.
How it works
To configure:
- Set the issue stages in which you want to start, pause and stop the Issue Resolution timer.
- Defining stage values for starting and stopping the timer is compulsory. Ensure that the same stage value is not repeated across any of the start, pause and stop options. Once configuration is saved, no edits are allowed on the configuration.
- Install the snap-in.
- A metric by the name ‘Issue Resolution Time’ is created and can be used while creating OLAs for Issues.