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<< Click to Display Table of Contents >> Navigation: SLA Configurations > SLA Columns |
SLA feature uses below list of columns in Tickets list. These columns will be created automatically when we save the settings at list level or create a new SLA policy in SLA configuration page.
Make sure all below columns are created in Tickets list.
Column Name |
Column Type |
Description |
SLAOverdueStatus |
Single line of Text |
Specifies if the Ticket is overdue or not |
SLAStartTime |
Date and Time |
Captures the time when the SLA policy is applied |
SLATotalTimeSpent |
Number |
Specifies the total time taken to resolve or close the Ticket |
SLAType |
Single line of Text |
Specifies the type of SLA i.e., SLA or OLA |
SLAStatus |
Single line of Text |
Specifies the state (Active or Inactive) of SLA for a Ticket
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SLAPolicyId |
Single line of Text |
Applied SLA policy Id will be captured in this column |
SLAPolicyApplied |
Single line of Text |
Applied SLA policy name will be captured in this column |
SLAPolicyJSON |
Multiple lines of Text |
Applied policy configuration settings will be saved as JSON in this column |
SLAReminderResolutionDate |
Date and Time |
Reminder date for Ticket resolution |
SLAReminderFirstReplyDate |
Date and Time |
Reminder date for first reply to the Ticket |
SLAFirstReplyDueDate |
Date and Time |
Due date for first reply |
SLAFirstReplyRemainingTime |
Number |
Remaining time for the first reply will be captured in this column |
SLAResolutionRemainingTime |
Number |
Remaining time for Ticket resolution will be captured in this column |
SLAResumeDate |
Date and Time |
Captures the time on which the SLA calculation is resumed |
SLAPausedDate |
Date and Time |
Capture the time on which the SLA calculation is paused |
SLAFirstReplyBreached |
Yes/No |
Specifies whether the Ticket is responded within the first reply due date or not |
SLAResolutionBreached |
Yes/No |
Specifies whether the Ticket is resolved within the due date or not |
SLAWorkLog |
Multiple lines of Text |
Used to capture the SLA process log in this column. |
SLAAvailableTime |
Number |
Used to capture the time available to resolve or close the Ticket |
SLAFirstReplyEscalationWFSent |
Yes/No |
Specifies whether the escalation workflow triggered on Ticket first reply overdue or not |
SLAResolutionEscalationWFSent |
Yes/No |
Specifies whether the escalation workflow triggered on Ticket resolution overdue |