The Power of Automation - Part 3 (SLA)

Over the last two weeks we saw how certain aspects of the bug workflow can be automated and how updates can be sent so you don't miss out on important events w ith Business Rules and Notifications. It takes a lot off the mind. However, what about the critical nature of the bugs themselves?

Service Level Agreements (SLA) ensures that your bugs get the right treatment at the right time.

Let's say the bug is nearing the due date and no progress has been made. Wouldn't it be convenient if the bug is escalated to the development head? Or if the severity of bug changes can you have it assigned to a senior developer?

Zoho Projects lets you define SLAs for bugs. Create an SLA and specify its trigger. The process is automatically executed every time the conditions match the trigger.

You can access SLAs under Automation within Bug Settings.

Create an SLA and select when the SLA should come into play. SLAs can be executed upon bug creation, bug update or any field update.

Set the conditions and define the targets for executing the SLA. You can also set a target time.

You can specify escalation levels for your bugs and choose to assign it to a different user upon escalation. An email will be sent to the concerned person.

If an SLA is breached, a notification will be sent immediately. It will also show up on the project feeds so everyone involved gets an instant update.

And yes, we remember Webhooks too. Click here for our forum on Webhooks.

This concludes our automation trilogy. Have you tried them yet? Please share your experience with the automation tools and post your feedback in the comments.

Regards,
Chaitanya

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