SLAs are allotted different statutes to know if there was escalation, if an SLA was violated etc. Here is an explanation of each status:
- Time left - Displays the time left to resolve a case or an internal ticket since the SLA time clock started. The time is displayed in the Summary View of the case record.
- Fulfilled - The case or Internal Ticket was resolved within the specified target time in the SLA.
- Violated - The case or Internal Ticket was not resolved within the specified target time in the SLA.
- Escalated - After the violation, if escalation rules configured in the SLA are executed, then the case or the internal ticket status will change to escalated.
To know more about SLA Policies, click here