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Workflow Post-Functions – Start And Stop Time Countdown
Defining the SLA and OLA time countdown rules you should also define the start and the end moments of time countdown (and pauses, if required).
The HelpDesk app provides a post-function per type of field: HelpDesk SLA Management and HelpDesk OLA Management.
Post-Function Options
There are two parameters of the post-function:
HelpDesk SLA Management post-function
SLA work type [single select] – the action to be performed by the SLA custom field. The options are the following:
Start – time countdown will be performed starting from this transition
Freeze – time countdown won't be performed starting from this transition, but it can be proceeded on the next steps if required
Reset – elapsed time will be set to null
Reset and start – elapsed time will be set to null and time countdown will be performed starting from this transition
Stop – time countdown won't be performed anymore for the issue
HelpDesk SLA custom field [single select] – the field of the HelpDesk SLA type the action should be applied to.
HelpDesk OLA Management post-function
There are two parameters of the post-function:
OLA work type [single select] – the action to be performed by the SLA custom field. The options are the following:
Start – time countdown will be performed starting from this transition for the current team
Freeze – time countdown won't be performed starting from this transition for the current team, but it can be proceeded on the next steps if required
Reset – elapsed time for all teams will be set to null (but still kept in history)
Reset and start – elapsed time for all teams will be set to null (but still kept in history) and time countdown will be performed starting from this transition for the current team
Stop – time countdown won't be performed anymore for any team for the issue
OLA custom field [single select] – the field of the HelpDesk OLA type the action should be applied to.
Setting up the Start / Reset and start post-function ensure that all conditions required for the SLA/OLA auto-definition will be defined by the that moment. Otherwise, the countdown won't start. We recommend you to set these post-functions last on the workflow transitions.
Post-functions on the first transition
It's essential to place the post-functions after the following ones on the first transition:
Creates the issue originally
Re-index an issue to keep indexes in sync with the database
SLA & OLA Fields Appearance Considering The Post-Function
The SLA & OLA custom fields react to these post-functions as the following:
 | Time countdown is performing When the countdown is performing (considering the working schedule) the sand-clock icon is displayed. |
 | Time countdown was freezed When the countdown is not performing due to freeze post-function or due to the work schedule pause – the pause icon is displayed. |
  | Time countdown was stopped (two variants: the timing met or not) When the time countdown was stopped, the system displays if the timeframes were met or not, showing the icons correspondingly. |
Workflow Setting Example
Here is our workflow and the list of requirements for it.
What we want to track | How to set the post-functions |
|---|---|
Reaction time = time from issue creation till been taken by the support team. If reopened, the Reaction time should not be counted. We are using the team-insensible HelpDesk SLA field for the purpose. | Start Reaction time at the transition to Open. Stop Reaction time at the transition from Open to Support. |
Resolution time = time from being taking by the support team to marked as done (not including the development and info from client awaiting). If reopened, the Resolution time should be refreshed. We are using the team-insensible HelpDesk SLA field for the purpose. | Reset and start Resolution time at the transition from Open to Support. Start Resolution time at all other transitions to Support (excluding the 'fake transitions'). Freeze Resolution time at the transition from Support to Development. Freeze Resolution time at the transition from Support to Waiting for Client. Freeze Resolution time at the transition from Support to Resolved. Stop Resolution time at the transition from Resolved to Done. |
Having 2 lines of support team (line 1 and line 2) we'd like to be sure each line to spend no more than their OLA – 1/2 of Resolution time. If reopened, the OLA time should be refreshed. We are using the team-sensible HelpDesk OLA field for the purpose. | We are making the mandatory team specifying (manually or by any script) on all transitions to Support. We are also making the 'fake transition' from Support to Support, so the teams may pass the issue between 1st and 2nd lined within one status (mandatory team specifying as well). Reset and start OLA at the transition from Open to Support. Start OLA at all other transitions to Support (excluding the 'fake transitions'). Freeze OLA at the transition from Support to Development. Freeze OLA at the transition from Support to Waiting for Client. Freeze OLA at the transition from Support to Resolved. Stop OLA at the transition from Resolved to Done. |
