SLA Management in Asana: How to Set Up SLA Policies

When requests come in through Hipporello, they turn into tasks in your Asana project — but how do you make sure each one gets answered in time? Hipporello’s free SLA Management add-on lets you commit to clear response and resolution times, watch the clock on every ticket, and alert your team as soon as a deadline is getting close.

Understanding SLA Targets and Statuses

An SLA policy can measure two things, and you can enable either one or both:

• Time to first response — the maximum time a requester should wait before hearing back from your team.

• Time to resolution — the maximum time it should take to close out the request.

Each target has a Warning and a Breach threshold. A ticket starts as On Track, moves to At Risk once the warning threshold passes, and becomes Breached if the breach threshold passes before your team responds or resolves it.

Setting Up SLA Management for Asana

Step 1: Add SLA Management to Your Workspace

1. Sign in to admin.hipporello.com and open Add-ons from the left menu.

2. On the SLA Management card, click Install — there’s no extra cost.

3. A new SLA Management item will show up in the sidebar, ready to use.

Step 2: Start a New Policy

1. Open SLA Management. If this is your first policy, click Create SLA Policy; otherwise, click Add New.

2. Give the policy a descriptive name, such as Urgent Bug Report.

3. Use Place this policy to decide its position. Hipporello checks policies from the top of the list down, so more specific policies should sit higher than general ones.

Step 3: Choose Which Tasks the Policy Covers

Without any conditions, a policy covers every ticket. To narrow it down:

1. Click + Condition and open Select Property.

2. Pick one of your Asana task fields — for instance, the Priority custom field.

3. Set the rule, such as Priority equals High, so only high-priority tasks are tracked by this policy.

4. All conditions in the list must match by default. Need more logic? Add extra conditions, or group them with + Group.

Step 4: Define Response and Resolution Times

Switch on the targets you want to measure and fill in the warning and breach values. Each value can be set in minutes, hours, days or weeks.

A typical setup for urgent bugs might look like this: warn after 30 minutes and breach after 1 hour for the first response, then warn after 24 hours and breach after 48 hours for resolution.

Step 5: Review the Built-In Automations

Your policy comes with four automation rules already in place, listed under your connected Asana project:

• Rule #1 — runs when first response time is at risk

• Rule #2 — runs when resolution time is at risk

• Rule #3 — runs when first response time is breached

• Rule #4 — runs when resolution time is breached

Every rule pairs a trigger with an action. Rule #1, for example, is set to: When Request SLA is at risk (SLA type: Time to first response), Then Send Message to Team Members. From here you can:

• Decide who gets notified under Notification Recipients — for example, All Team Members.

• Edit the email text and insert dynamic fields like {Request ID}, {Task Name} and {SLA Name}, along with the current SLA status.

• Switch individual rules on or off, or create additional ones with + New Rule.

Good to know: SLA automations are included in your free trial. After the trial ends, a Premium plan is required to keep them running.

Step 6: Save and Go Live

1. Click Create to save the policy. It starts out as a Draft, and the Conditions, Targets and Automations tabs at the top let you fine-tune it.

2. Once you’re happy with it, click Publish. You’ll see it marked as Published in the SLA Policies list.

Monitoring SLAs in Hipporello

From the moment a policy is published, Hipporello starts tracking every incoming request that meets its conditions.

• In All Tickets, check the Time to First Response and Time to Resolution columns to see whether each ticket is On Track, At Risk or Breached.

• Hover over any status to find out which policy the ticket matched and what its warning and breach thresholds are.

• As thresholds pass, the status updates on its own, and your team gets an email with the full ticket details — first when the SLA is at risk, then again if it’s breached.

For a broader view, the Dashboard shows your team’s average first response and resolution times.

Try It Out

1. Visit your user portal and send a test request through a form, choosing values that match your policy — for example, High priority.

2. In All Tickets, confirm that the new ticket picked up your policy and is showing On Track.

3. Don’t reply to it. Once the warning and breach times are reached, watch the status change and check your inbox for the at-risk and breached notifications.