Home  >   FAQs   >  How can I understand the dependency of cases on SLAs?

How can I understand the dependency of cases on SLAs?

Table of Contents

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.  
Was this FAQ helpful?
0  out of  0  found this helpful.
Comments 0
Be the first to comment
© Copyright 2022 Vtiger. All rights reserved.