A live SLA timer on a Case - one row per milestone the applied SLAPolicy tracks (kind FirstResponse, Resolution, or a custom MilestoneConfig name). targetUtc is the business-hours-adjusted deadline and shifts forward while the case clock is paused (pausedMinutes accumulates and is added back on resume). Status runs Pending / Warning / Breached / Met / Paused / Cancelled; the SLA scheduler scans these rows for warnings and breaches, and the case handler completes them.
Fields
| Field | Label | Type | Required | What it does |
|---|
CaseId | Case | Lookup → Case | Yes | |
CompletedUtc | Completed | DateAndTime | | |
IsBreached | Breached | Boolean | | |
Kind | Kind | Text | | Which milestone this timer tracks: FirstResponse or Resolution (the two built-ins driven by the policy's minute targets), or the name of a custom MilestoneConfig. |
MilestoneConfigId | Milestone Config | Lookup → MilestoneConfig | | |
PausedMinutes | Paused (min) | Number | | |
SLAPolicyId | SLA Policy | Lookup → SLAPolicy | | |
StartUtc | Start | DateAndTime | | |
Status | Status | PickList | | Values: Pending, Warning, Breached, Met, Paused, Cancelled. |
TargetMinutes | Target (min) | Number | | |
TargetUtc | Target | DateAndTime | | |
WarningUtc | Warning At | DateAndTime | | |
Actions
| Action | Label | Type | What it does |
|---|
Clone | Clone | ServerAction (Clone) | Create a copy of this record |
EditInLine | Edit | EditInline | Edit in page. |
- Case — looks up via
CaseId
