SLA rules

SLA rules set issues’ due dates on their own, from rules you define once: «urgent issues are due 24 hours after they’re created». Instead of setting every deadline by hand, Hilbana works it out and flags a task when it’s about to be due or already overdue.

What it is

Managed in Settings → SLA. Each rule can be enabled, disabled, edited and deleted, and shows a natural-language summary of what it does («Due 24 hours after creation»). Its one concrete effect is to fill in the due date of issues that match the condition.

How a rule is defined

• Name: how you identify it (e.g. «Urgent within 24h»).
• Condition (optional): which issues it applies to. You combine facets (project, priority, state and labels) and the issue must meet all of the ones present. With no conditions, the rule applies to every issue.
• Count from: the instant the deadline runs from. It can be creation of the issue or entering a state (the last time the issue entered it is used).
• Deadline: the number of hours or days added to that base to get the due date.
• Rule enabled: a disabled rule doesn’t apply.

How it applies

• Hilbana checks the rules on the server, periodically, and sets the due date of matching issues.
• It only acts on open issues (those in a completed or canceled state never get a due date).
• It never overwrites a date set by hand: it only fills in issues that don’t yet have a due date. Once set, the rule doesn’t recalculate it.
• If several rules match one issue, the strictest wins: the earliest due date is applied.

Due-date signals

In the list and on the issue’s detail, the due date shows an indicator based on how close it is:

• due DD/MM (grey): with room to spare.
• At risk (amber): due within the next 48 hours.
• overdue (red): the date has passed and the issue is still open.

The «At risk» window is fixed (48 hours) and is only a visual signal: it doesn’t send any notification on its own.

Notifications

When an issue falls due and is still open, Hilbana notifies its assignee (or whoever created it, if it has no assignee) and the project lead. It’s sent once per person. There’s no advance warning before the due date: beforehand, the only signal is the «At risk» indicator.

Details worth knowing

• Only the workspace owner or an admin can create, edit and delete SLA rules; everyone else sees them read-only.
• The deadline is wall-clock time (24/7): there are no pauses by state or business hours.
• It doesn’t distinguish «response time» from «resolution time»; you can emulate each by choosing the base (creation, or entering a state such as «In Progress»).
• Don’t confuse Target (a planning date) with Due date (the commitment): SLA rules act on the due date.
• If you clear an open issue’s date by hand, a later sweep may fill it in again from the rules.

Related: Issues · Workflow states · Automations · Notifications.