Viewing case SLAs
To understand how much time you have to resolve a case, you need to review the details of its service-level agreement (SLA) available on the SLAs tab of a Case form.
The SLAs tab shows an SLA applied to a selected case. If no SLA is applied to a case, the SLAs tab is displayed empty. The SLA applied to a case, is displayed in a separate row which includes SLA name, SLA start time, SLA end time (when conditions for SLA End Qualifications are met, and SLA stopped counting), and SLA status.
The SLA status of a case is also displayed in the SLA column, in the Cases console.
The search results table uses the following icons to indicate the status of service-level agreements (SLAs):
Icon | Description |
|---|---|
| All SLAs are within target. |
| At least one SLA might be missed. |
| At least one SLA is missed. |
| No attached SLAs. |
To view SLAs of a selected case
- Open the Cases console.
- Search for a case that you want to view, and double click it.
- Navigate to the SLAs tab.
- Select a case SLA, and click Open.
- Review the following details in the Case SLA Data form:
SLA Data Details | Description |
|---|---|
SLA Status | The current status of the SLA. It can be one of the following:
|
SLA Elapsed Time (sec) | The time that passed from the Target Goal Time when the SLA has not been resolved |
SLA Total Time (sec) | The total time from SLA Start Time to SLA End Time |
SLA Start Time | The time when the SLA starts |
SLA End Time | The time when the SLA is resolved |
Total Goal Time (sec) | The total time when the SLA must be resolved |
Total Goal Target Time | The date and time when the SLA must be resolved |
Warning Level | The level at which the SLA warning is triggered |
Target 1 Due Date Target 2 Due Date Target 3 Due Date Target 4 Due Date | The date and time when Target 1-4 must be met |
Workdays | Workdays and holidays date and time information |
Holidays | |
| The notification to be sent on the Target 1-4 date and time |
| User or user group to be notified on the Target 1-4 date and time |
Met/ In Progress
Warning
Missed
Click here to view the screenshot....
