Custom SLA timers

By default, cases are created with the Resolution SLA (Time-to-Resolve or TTR), initiating upon case creation and concluding upon resolution or closure. To track additional deadlines and durations in the case lifecycle, set up custom SLA timers like Time-to-Mitigate (TTM), Time-to-Investigate (TTI), and others.

When configuring a custom SLA timer for a case, you can set it as the lead timer, making it visible on the case card within the Cases page. Hover over the SLA to view all the timers configured for the case.

• Add and update custom SLA timers
• Start, pause and reset custom SLA timers
• Filter cases by custom SLA timers

Add and update custom SLA timers

Use the Add a custom SLA timer to a case step to configure a custom SLA timer for the specified case:

• Give the timer a meaningful name.
• Specify the target duration in seconds. You can set the duration to 0 to create the timer with no target.
• Use the Is lead optional parameter to set the timer as a lead timer for the case for visibility on the Cases page.
• Use the State optional parameter to start the timer when it's created or create it paused. Note that a paused timer can't be set as the lead timer for the case.

In the example below, a Time-to-Respond custom SLA timer, tracking the duration from the case creation until it's moved to the In progress state, is created automatically for each new case. You can create timers based on different characteristics of the case and different trigger scenarios.

Additional steps allow you to update, remove and list timers:

• Update custom SLA timer
• Set SLA timer as lead
• Remove a custom SLA timer from a case
• List custom SLA timers

Start, pause and reset custom SLA timers

Use the following steps to start, pause and reset custom SLA timers:

• Start custom SLA timer
• Pause custom SLA timer
• Reset custom SLA timer
  Note that the timer must be started after it's reset.

In the example below, the Time-to-Respond custom SLA timer, tracking the duration from the case creation until it's moved to the In progress state, is paused when the case state is changed from New to In progress.

Filter cases by custom SLA timers

Use custom SLA timers to filter cases by adding their respective filters to the default filters:

1. Click the + icon next to the filters list to add additional filters.
2. Select SLA filters from the dropdown.
3. Select the SLA timer you would like to filter the cases by.