--- metadata: - name: generator content: Diplodoc Platform v5.54.5 - property: og:type content: article - property: article:section content: Настроить SLA для задач - property: og:title content: Как настроить правила - property: article:tag content: Сборник инструкций alternate: - https://yandex.com.tr/support/tracker/en/manager/sla.md - href: en/manager/sla.md type: text/markdown title: Markdown version - href: ../llms.txt type: text/markdown title: llms.txt title: How to set up rules description: "Follow this guide to\_set up rules." --- > **Documentation Index:** Fetch the complete configuration index at https://yandex.com.tr/support/tracker/en/llms.txt # How to set up rules {% note warning "" %} By default, [only the queue owner](https://yandex.com.tr/support/tracker/en/manager/queue-access.md) can configure a queue. {% endnote %} ## Creating a rule {#create-rule} The rule will be applied to all the new issues in the queue. The SLA timer will not appear in the issues created earlier than the rule. You can add up to 30 SLA rules to one queue. To create a new SLA rule: 1. In the left-hand panel, click ![](../_assets/svg/queues-ni.svg) **Queues** and select a queue. {#queue} 1. In the top right corner of the queue page, click ![](../_assets/svg/settings.svg) **Queue settings**. {#settings} 1. Go to the **SLA rules** tab. 1. Click ![](../_assets/svg/add-icon.svg) **Create rule**. 1. Enter a name for the rule. 1. Select a work schedule. The schedule sets the time when the rule is active. The timer will not count outside your working hours. If there is no suitable schedule, you can create a new one. For instructions, see [Creating work schedules](https://yandex.com.tr/support/tracker/en/manager/schedule.md#create-schedule). 1. Add issue groups that match the rule. * To create an issue group, click ![](../_assets/svg/add-icon.svg) **Add issue group** and enter a name for the group. * To filter issues that you want to add to the group, click ![](../_assets/svg/add-icon.svg) and select a field. You can select multiple filter fields. * To delete an issue group, click ![](../_assets/svg/delete.svg). * To cancel the deletion of an issue group, click ![](../_assets/svg/undo.svg). 1. For each issue group, set the issue completion times in `00h 00m` format: * **Time until warning** (optional): When this time expires, Tracker sends a warning that the time to process the issue is running out. * **Time for completion**: Time limit for processing the issue. After this time runs out, Tracker sends out a notification saying that the time is up. 1. Add time limit notifications. The notifications are disabled by default. * To set up a time limit warning, under **Warnings**, select **By email** and specify the Yandex Tracker logins or names of the recipients. * To enable notifications about overdue deadlines, under **Missing a deadline**, select **By email** and specify the Yandex Tracker logins or names of the recipients. 1. Set the conditions on which the timer will start, pause, or stop. * ![](../_assets/svg/start.svg) **Start**: The timer starts if any of the listed conditions is met. If the timer was on pause, the time count will resume. * ![](../_assets/svg/pause-sla.svg) **Pause (Optional)**: The timer pauses if at least one of the listed conditions is met. The timer will start when a condition from the **Start** list is met. {% note alert "" %} If the pause condition is set to **Issue has the status**, the timer will restart as soon as the issue switches to any other status. {% endnote %} * ![](../_assets/svg/stop.svg) **Stop**: The timer stops if any of the listed conditions is met. Possible conditions: Condition | Timer mode | Description ----- | ----- | ----- Assignee deleted | **Start**, **Stop** | The condition is met when the issue assignee is removed. Assigned | **Start**, **Stop** | The condition is met when a new assignee is set for the issue. Client responded | **Start**, **Stop** | The condition is met when someone outside of the [queue team](queue-team.md) comments on the issue. Issue created | **Start** | The timer will start immediately after the issue is created. Issue status changed to | **Start**, **Stop** | The condition is met when the issue moves to one of the specified statuses. Resolution deleted | **Start** | The condition is met when a previously set resolution is removed from the issue. Issue has the status | **Pause** | The timer will be paused while the issue is in one of the specified statuses. After the status changes, the timer will start automatically. Resolution set | **Stop** | The condition is met when one of the resolutions in the issue is set. Queue team responded | **Stop** | The condition is met when a member of the [queue team](queue-team.md) comments on the issue. Issue has assignee | **Pause** | The timer will be paused as long as the issue has an assignee. Once the assignee is removed, the timer will restart automatically. Issue has no assignee | **Pause** | The timer will be paused while the issue has no assignee set. Once the assignee is set, the timer will start automatically. 1. To restart the timer when its start conditions are met again, enable the **Restartable timer** option. 1. Click **Create rule**. ### Example {#example} Let's create a rule to control the response time to new issues. The timer of the rule will start as soon as the issue is assigned and paused as soon as the assignee starts working on the issue. If the assignee does not respond to the issue within 15 minutes, you will get notified by email. To create a rule: 1. In the left-hand panel, click ![](../_assets/svg/queues-ni.svg) **Queues** and select a queue. {#queue} 1. In the top right corner of the queue page, click ![](../_assets/svg/settings.svg) **Queue settings**. {#settings} 1. Go to the **SLA rules** tab. 1. Click ![](../_assets/svg/add-icon.svg) **Create rule**. 1. Enter a name for the rule. 1. Select a [work schedule](https://yandex.com.tr/support/tracker/en/manager/schedule.md). 1. Add an issue group. 1. Under **Issue group**, set the maximum response time for an issue. * Leave the **Time until warning** field blank. * In the **Time for completion** field, enter the maximum response time. For example, `15m`. 1. Set up a notification about overdue deadlines. * Under **Missing a deadline**, select **Send email**. * Enter your Yandex Tracker login. 1. Set up a timer: * **Start**: Assignee set. * **Stop**: The issue moved to the **In progress** status. * Leave the **Pause** section empty. 1. Click **Create rule**. ## Viewing and editing rules {#view-rules} To view a list of SLA rules in the queue: 1. In the left-hand panel, click ![](../_assets/svg/queues-ni.svg) **Queues** and select a queue. {#queue} 1. In the top right corner of the queue page, click ![](../_assets/svg/settings.svg) **Queue settings**. {#settings} 1. Go to the **SLA rules** tab. 1. To view a rule's parameters, click ![](../_assets/svg/unwrap.svg) next to its name: 1. Edit the rule settings. 1. Click **Save** to save the changes.