One SLA clock on one case. When an SLA policy attaches to a new case, xMatix creates a case milestone for the first response (if the policy has a first-response target), one for the resolution (if it has a resolution target) and one for each active custom milestone config with a target above 0. Each milestone holds its start, its warning point and its deadline, all counted in working minutes on the policy's calendar. Case saves complete or cancel it, and a background SLA job moves it to Warning or Breached when those times pass. Milestones are created and maintained by the system: the case page has no milestone list and the entity is in no shipped app, so they are read through the All Milestones view, a related list an administrator adds, or a report.
Fields
| Field | Label | Type | Required | What it does |
|---|
CaseId | Case | Lookup → Case | Yes | The case this clock belongs to. Set when the milestone is created and never changed. |
CompletedUtc | Completed | DateAndTime | | When the milestone ended: the First Response Date for the first response, the Resolution Date for the resolution, the save at which the completion formula first came true for a custom milestone, or the moment the case was closed or cancelled for a cancelled milestone. Empty while the milestone is open or after it has breached. |
IsBreached | Breached | Boolean | | Set when the deadline passed before the milestone was completed. It is set by the background SLA job when it marks the milestone Breached, or at completion when the milestone is met after its deadline before the job has run. It is never cleared. |
Kind | Kind | Text | | Which promise this clock tracks: FirstResponse, Resolution, or the name the custom milestone config had when the case was created. Renaming the milestone config later does not change existing milestones. |
MilestoneConfigId | Milestone Config | Lookup → MilestoneConfig | | The custom milestone config this clock came from. Empty for the built-in first-response and resolution milestones. |
PausedMinutes | Paused (min) | Number | | The working minutes this clock has spent paused, added up across every pause. Each time the case resumes, the same number of working minutes is added to the deadline and the warning point. |
SLAPolicyId | SLA Policy | Lookup → SLAPolicy | | The SLA policy that created this milestone, the one that attached to the case when it was created. |
StartUtc | Start | DateAndTime | | When the clock started: the case's opened date-time, or the creation moment if that is empty. Every target is counted from here. |
Status | Status | PickList | | The clock's state. Pending while running, Warning once the warning point has passed, Paused while the case is in a pause status, Met when completed, Breached when the background job finds the deadline passed, and Cancelled when the case was closed or cancelled while the clock was still open. Met, Breached and Cancelled are final: a breached milestone is never later met or cancelled. Values: Pending, Warning, Breached, Met, Paused, Cancelled. |
TargetMinutes | Target (min) | Number | | The target this milestone was created with, in working minutes from the start: the policy's First Response (min) or Resolution (min), or the milestone config's Target (min). Changing the policy later does not change it. |
TargetUtc | Target | DateAndTime | | The deadline. Worked out at creation as the target in working minutes after the start on the policy's calendar, and moved later by the paused working minutes each time the case resumes. The case's First Response Due and Resolution Due follow the built-in milestones' deadlines. |
WarningUtc | Warning At | DateAndTime | | When the milestone turns to Warning: the policy's or milestone config's Warning % of the target, in working minutes after the start. It moves later with the deadline when the case resumes from a pause. |
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
