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SLA Rules

Last modified: 7 November 2024

An SLA policy rule defines the set of time goals for tickets in a helpdesk project.

In the settings of a helpdesk project, you can build an SLA using various fields and controls. When the options for building an SLA policy in the UI are not enough for your scenario, you can write a custom policy. Custom SLA policy rules are written in JavaScript using the Workflow API.