A service-level promise for support cases: which cases it covers and how many working minutes the desk has to respond and to resolve. When a case is created through the application with no policy filled in, the active policies are tried from the highest Rank down, with Default breaking ties at the same rank, and the first whose Match Formula is empty or true for the case is attached. The policy is never re-matched later. Attaching creates the case's First Response and Resolution milestones, plus one per active Milestone Config of the policy, with deadlines counted in working minutes on the policy's Business Hours calendar, and sets the case's SLA Status to OnTrack. Edits to a policy affect only cases created afterwards, except Pause Statuses, which open cases read on every save. Saving a new policy replaces its Name with a generated SLA code. Clone copies the policy including Active, Default and Rank, but not its milestone configs.
Fields
| Field | Label | Type | Required | What it does |
|---|
BusinessHoursId | Business Hours | Lookup → BusinessHours | | The working calendar every due date of this policy is counted on: time zone, working days, daily window and the active holidays linked to that calendar. Empty means 24x7 clock time. Copied to the case's Business Hour field when the policy attaches, unless the case already has one. |
Description | Description | Text | | Free text about the policy. It is on no standard form or list and nothing reads it. |
FirstResponseMinutes | First Response (min) | Number | | Working minutes from case open to the first-response deadline. 0 or empty means no first-response milestone. The milestone is met the first time the case moves to In Progress, or at the First Response Date if someone fills it in. |
IsActive | Active | Boolean | Yes | Only active policies are tried when a case is created. Clearing it does not affect cases that already carry the policy. |
IsDefault | Default | Boolean | | Wins ties against other matching policies of the same rank. It does not make the policy a fallback by itself: a blank Match Formula does that. |
MatchFormula | Match Formula | Text | | An expression evaluated against the new case to decide whether this policy applies, written with field names rather than labels, for example Priority == "High" && Type == "Incident". Empty matches every case. A formula that cannot be evaluated counts as false and the next policy is tried. |
Name | Name | Text | | The policy's name. When a new policy is saved it is replaced by a generated code from the SLA Policy Name Setting (series SLA), so rename the policy after saving or switch that setting off. |
PauseStatuses | Pause Statuses | Text | | Comma-separated case statuses that stop this policy's clock, compared without regard to case. When empty, On Hold, Waiting on Customer and Waiting on Third Party pause it. The clock restarts when the case moves to New, Assigned, In Progress, Escalated or Reopened, and each paused deadline moves forward by the working minutes paused. Open cases read this list on every save, so a change applies to them at once. |
Rank | Rank | Number | | The order policies are tried in: highest first. Defaults to 0. Shown only in the All SLA Policy list, not on the policy's forms. |
ResolutionMinutes | Resolution (min) | Number | | Working minutes from case open to the resolution deadline. 0 or empty means no resolution milestone. Met when the case moves to Resolved. Not on the standard New SLA Policy form, so set it on the record or in the list after saving. |
WarningPercent | Warning % | Number | | How far through each target, in working minutes, the milestone turns to Warning. Defaults to 80. A value of 0 or above 100 is treated as 80. |
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 |
EditInLine | Edit | EditInline | Edit in page. |
EditInLineList | Edit | EditInline | EditInLineList |
EditRow | Edit | Edit | EditRow |
NewHeader | New | New | NewHeader |
