One entry in a case's SLA history. xMatix writes a Case SLA Event each time something happens to the case's SLA: Applied when a policy attaches to a new case, Paused and Resumed when the case enters or leaves a pause status (one event per running milestone) or when the Pause SLA or Resume SLA action is run, Warning and Breached when the background SLA job finds a milestone's warning point or deadline passed, Met when a milestone is completed, and Cancelled when the case is closed or cancelled with milestones still open. Events are written by the system and never by a user. They are not shown on the case's Activities timeline, the standard case page has no list of them, and the entity is in no shipped app, so they are read through the All Case SLA Event view once an administrator gives it a menu entry, or through the Cases and SLA analytics dataset. Nothing locks an event after it is written: profiles with edit or delete access to this entity can change or remove it.
Fields
| Field | Label | Type | Required | What it does |
|---|
CaseId | Case | Lookup → Case | Yes | The case the event belongs to. Set when the event is written. The standard data model has no case-to-event relationship, so the case page cannot show these events as a related list; filter the All Case SLA Event list on Case instead. |
CaseMilestoneId | Milestone | Lookup → CaseMilestone | | The milestone the event is about. Empty on Applied events, which concern the whole policy, and on the Paused and Resumed events written by the Pause SLA and Resume SLA actions. |
Detail | Detail | Text | | A short system-written description of what happened, for example the policy name on Applied, the case status that paused or cancelled a milestone, the paused working minutes and the new deadline on Resumed, the deadline on Warning and Breached, or the completion time and a (late) marker on Met. The milestone appears by its kind: FirstResponse, Resolution or the custom milestone's name. Date-times inside the text are in UTC and end in Z. Up to 400 characters. |
EventType | Event Type | PickList | | What happened: Applied, Warning, Breached, Paused, Resumed, Met or Cancelled. A milestone whose warning point and deadline have both passed before the background job reaches it gets a Breached event with no Warning event before it. A Met event whose detail says (late) is a milestone completed after its deadline but before the job marked it Breached. Values: Applied, Warning, Breached, Paused, Resumed, Met, Cancelled. |
OccurredUtc | Occurred | DateAndTime | | When the event happened, stored in UTC. For Met events it is the moment the event was written; the completion time itself is in the detail text. This field is shown in the All Case SLA Event list but not on the event's record page. |
SLAPolicyId | SLA Policy | Lookup → SLAPolicy | | The SLA policy that was attached to the case when the event was written. |
Actions
| Action | Label | Type | What it does |
|---|
Clone | Clone | ServerAction (Clone) | Create a copy of this record |
EditInLine | Edit | EditInline | Edit in page. |
