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 |