How to use our SLA Workflow Actions

With SLA Workflow Actions, you can fully control Service Level Agreements (SLAs) within your http://monday.com workflows. This lets you start, pause, resume, stop, and restart SLAs based on real workflow events — and surface key dates (due date, resolution date) right on the item.

What you can do (at a glance)

Use these capabilities to tailor SLAs to your process:

• Start an SLA when items meet your conditions (e.g., when a new Incident is created).

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  • Choose the SLA you want to run (e.g., Time to Resolution).

  • Select a target/goal (e.g., Premium).

  • Automatically calculate the due date based on the selected SLA goal and your calendar/working hours.

  • Optionally write the calculated due date into a date column (e.g., Due date).

• Pause / Resume an SLA when status changes (e.g., pause on Waiting for customer, then resume later). The due date is recalculated on resume based on remaining time.

• Reuse SLA values in other actions — for example, include the calculated due date or SLA name in a Send email action to notify stakeholders.

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• Stop / Restart an SLA in response to workflow milestones (e.g., when work is completed or reopened).

Tip: You can customize working hours and holidays in your SLA settings so calculations match your organization’s schedule. How to define a Calendar and the working hours per dayPreview

Step-by-Step: Stop “Time to Resolution” when an item is done

Goal: When Status changes to Done, stop the Time to Resolution SLA and store the stop date in a Resolution date column.

1. Create the automation trigger

   • Trigger: When Status changes to Done.

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2. Add the SLA action

   • Action: Stop SLA.

   • Inside the action, open the SLA selection dropdown and choose Time to Resolution.

   • This explicitly tells the workflow which SLA to stop for the current item.

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3. Save the stop timestamp to the item

   • Add another action: Set date.

   • Column: Resolution date.

   • Value: SLA stop date (captured by the previous Stop SLA action).

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4. Activate the workflow

   • Click Update workflow. The automation is active immediately.

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Error handling behavior

SLA actions automatically prevent invalid operations.
Example: Trying to stop an SLA that’s already stopped. In this case, the action is skipped and the run is marked failed in the automation history — so you can quickly understand what happened and adjust your logic if needed.

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Summary

• Configure SLAs to start, pause/resume, stop, or restart from real workflow events.

• Write SLA dates (due date, stop/resolution date) to item columns for full visibility.

• Leverage SLA fields in other automations (e.g., emails, notifications).

• Built-in safety checks keep your workflows consistent.