Glossary¶
Breach¶
The issue missed the configured SLA target.
Business hours¶
A calendar mode where SLA time counts only during configured open hours, optionally excluding holidays.
Deadline mode¶
An SLA policy mode where one completion deadline is measured instead of separate response and resolution targets.
Eligible issue¶
An issue that passes project filtering and is not excluded by SLA inclusion rules.
Import¶
A source job that brings existing source issue history into FastSLA.
No-effect status¶
A source status event that FastSLA observed but that does not map to an SLA state change.
Pause¶
A workflow meaning that stops SLA time while the issue waits.
Reconcile¶
A source job that refreshes source data using checkpoints and an optional date window.
Running¶
An SLA measurement that has started but is not completed or breached.
Start¶
The workflow meaning that begins SLA tracking. A reliable observed Start is required for inclusion.
Stop Response¶
The workflow meaning that completes the response measurement in response/resolution mode.
Stop Resolution¶
The workflow meaning that completes the resolution measurement in response/resolution mode.
Terminal¶
The workflow meaning that marks the issue as finished.
Unresolved excluded¶
A running or paused measurement excluded from report compliance percentages because it is not complete.