In order to achieve the full potential of the SLA Timer Add-on a few Add-on concepts must be explained.
SLA
Schedule
Overdue - Issue overdue
An issue is considered overdue if the SLA Percent is greather or equals to 100 %.
Target Time
The Target Time or the SLA Target Time is the maximum time which can be spent on a issue.
The SLA Target Time is configured at Add-on configuration pages. A SLA Target Time can be configured for each SLA.
Time Spent
Time Spent is the amount of time an issue has been in scope of a SLA. Spent Time is only increasing when also with the Schedule configured with a SLA.
SLA Status
The SLA Status is determined automatically by the Add-on. It describes the state of an issue in terms of the actually spent time versus the SLA Target Time.