Service-level targets matched to Cases: the SLA engine picks the highest-rank active policy whose matchFormula (a DynamicExpresso predicate over the Case, e.g. Priority == "High"; empty matches everything) evaluates true, then computes first-response and resolution due dates in working minutes against businessHoursId (null = 24x7 calendar time). warningPercent sets when a Warning fires; pauseStatuses is a CSV of case statuses that pause the clock. Custom milestones beyond the built-in FirstResponse/Resolution pair are child MilestoneConfig rows.
Fields
| Field | Label | Type | Required | What it does |
|---|
BusinessHoursId | Business Hours | Lookup → BusinessHours | | |
Description | Description | Text | | |
FirstResponseMinutes | First Response (min) | Number | | |
IsActive | Active | Boolean | Yes | |
IsDefault | Default | Boolean | | |
MatchFormula | Match Formula | Text | | DynamicExpresso predicate evaluated against the Case to decide whether this policy applies (e.g. Priority == "High"). Null/empty matches every case - pair that with IsDefault or a low Rank as the catch-all. |
Name | Name | Text | | |
PauseStatuses | Pause Statuses | Text | | CSV of Case statuses that pause the SLA clock for cases under this policy (e.g. "Waiting on Customer,On Hold"). When empty, the engine falls back to the default waiting statuses (On Hold, Waiting on Customer, Waiting on Third Party). |
Rank | Rank | Number | | Tie-breaker when several active policies match the same case: the highest rank wins. |
ResolutionMinutes | Resolution (min) | Number | | |
WarningPercent | Warning % | Number | | |
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 |
