Read this example for a better understanding:
Mr. Barry Sheene reports a Speaker issue, which creates a case in Vtiger. The status of the case is set to New.
- Let’s assume that the problem is of high priority, and the SLA for case resolution is 6 hours from the time the case is created.
- Case Created time = 10 AM, Case Status = New, SLA Status = Time left, SLA Time Remaining = 6 hours 0 minutes.
- Suppose the case status is changed from New to Open, and one of the Support agents, say, Akira Rio, assigned it to herself at 10:30 AM.
- Case Status = Open, SLA Status = Time Left, SLA Time Remaining = 5 hours 30 minutes.
- After working for a few hours, she comes up with a few queries that need to be clarified by Mr. Barry. So, she sends an email query to him and marks the status as Wait for Customer at 12:15 PM.
- Case Status = Wait for Customer, SLA Status = Time Left, SLA Time Remaining = 3 hours 45 minutes.
- Mr. Barry replies to the email at 12:45 PM, which changes the case status from Wait to Customer to Open.
- Case Status = Open, SLA Status = Time Left, SLA Time Remaining = 3 hours 45 minutes.
- Akira resolves the issue within SLA time and marks the status as resolved at 1:30 PM.
- Case Status = Resolved, SLA Status = Fulfilled, SLA Time Remaining = +3 hours 0 minutes.
- If Akira had taken a long time to resolve the case and violated the SLA, then the SLA Status would have been set to Violated.
To know more about SLA Policies, click here