An extra SLA promise on a policy, beyond first response and resolution. When the policy attaches to a new case, each active milestone config with a target above 0 becomes a case milestone with its own deadline, counted in working minutes from case open on the policy's calendar. Its Completion Formula is evaluated on every later save of the case while the milestone is open (Pending, Warning or Paused), and the milestone is met the first time the formula is true. It is breached by the background SLA job if the deadline passes first, and cancelled if the case is closed or cancelled while it is still open. Target, warning, order and name are copied onto the case milestone at creation, so editing them affects only new cases; the formula is read live, so editing it affects open milestones too. Saving a new milestone config replaces its Name with a generated ML code.
Fields
| Field | Label | Type | Required | What it does |
|---|
CompletionFormula | Completion Formula | Text | | An expression on the case, written with field names, that is true once this milestone is done, for example AssignedToId != null. Up to 1,000 characters. It is checked on every save of the case after the creating save while the milestone is open, and read from this record each time, so an edit applies to milestones already open. A formula that cannot be evaluated counts as false. Without a formula the milestone can never be met, only breached or cancelled. |
IsActive | Active | Boolean | Yes | Only active milestone configs are added to new cases. Ticked by default. Clearing it does not remove milestones already created on cases, and their formula is still checked. |
Name | Name | Text | | The milestone's name, copied as its kind onto each new case milestone and into its SLA events. Replaced by a generated code (series ML) when a new milestone config is saved, so rename it after saving. Renaming does not rename milestones already on cases. |
Order | Order | Number | | The order in which the policy's custom milestones are created on a case. It does not affect their deadlines. Defaults to 0. |
SLAPolicyId | SLA Policy | Lookup → SLAPolicy | Yes | The SLA policy this milestone belongs to. The milestone is created only on cases that this policy attaches to. A clone keeps the same policy, so an uncorrected clone adds the milestone to each new case twice. |
TargetMinutes | Target (min) | Number | | Working minutes from case open to this milestone's deadline, on the policy's calendar. 0 or empty means the milestone is not created. Changes apply to cases created afterwards. |
WarningPercent | Warning % | Number | | How far through the target the milestone turns to Warning, rounded to whole minutes. Defaults to 80. A value of 0 or above 100 falls back to the policy's Warning %. Changes apply to cases created afterwards. |
Actions
| Action | Label | Type | What it does |
|---|
Clone | Clone | ServerAction (Clone) | Create a copy of this record |
DeleteEntity | Delete | Delete | DeleteEntity |
DeleteHeader | Delete | Delete | DeleteHeader |
DeleteRow | Delete | Delete | DeleteRow |
EditEntity | Edit | Edit | EditEntity |
EditHeader | Edit | EditInline | EditHeader |
EditInLine | Edit | EditInline | Edit in page. |
EditRow | Edit | Edit | EditRow |
NewHeader | New | New | NewHeader |
