FAQs in this section
What is a case?
How do I create a case?
How do I link a customer record to their case record?
What is the Is Billable field in Cases?
How do I link a service to a case?
How do I create a case using Quick Create?
What are the different statuses of a case?
How do I assign a case to a team in my company?
How do I find the responses to the Customer Satisfaction Survey?
What is the Customer Satisfaction Survey?
How does the Customer Satisfaction Survey work?
How do I find the Customer Satisfaction Survey workflow?
What is the difference between cases and internal tickets?
How do I mass-edit case details at once?
How do I filter cases depending on the Customer Satisfaction Survey feedback?
How do I set up a mailroom rule to create cases?
How do I reply to a case?
Why are there no closed states in Cases?
How do I reply to a case?
How do I convert a case to an FAQ?
How do I add Internal Comments on a Case?
How do I link a Service to a Case?
How do I assign an SLA to a case?
How do I create a case?
How do I enable automatic case creation from emails?
How can I reply to a case?
How are users notified when they are mentioned in a case comment?
What are the two default workflows set up for the Cases module?
How can I track the time spent on a case?
How do I create a Timelog for a case?
How do I stop the feedback emails sent after closing a Case?
What is the Similar Records option in Cases?
How does the Similar Records option help CRM users?

What is the SLA Information block in Cases?

The SLA Information block has all the details about the SLA policy that a case adheres to.
 
Field name Description
SLA Name Name of the SLA policy
First Response Actual Time at which the response was made on the case
SLA Time Elapsed Amount of allotted SLA time that has elapsed
Resolution Actual Time at which the case was resolved
Time in Current State Total time for which the case is in the current status such as New, Assigned, Open, etc.
Last Responded On The time at which the case was last responded to
First Response Status
  • Fulfilled if the first response is made within the time stated in the SLA policy
  • Violated if the first response is not made within the time stated in the SLA policy
SLA Status
  • Running: When the case is in New state and SLA time has not expired
  • Time Left: When the case is in Open state and SLA time has not expired
  • Fulfilled: When the case is in Resolved state and SLA time is remaining
  • Violated: When SLA time expires
  • Escalated: When an SLA is violated and escalated (if escalation rules are configured)   
Total Time Elapsed Time spent on the case
 
Note
  • You can view the SLA policies set up for your organization by going to Settings > Support > SLA Policies.
  • When you use the Add Case and Send Email option while creating a case, then the First Response Status field gets updated to Fulfilled automatically.
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