FAQ: Case SLAs
- When does the timer for an SLA start?
- The SLA timer starts when a case creator initially creates a case.
- When does the timer for an SLA stop
- The SLA timer stops when a case solver marks the case as resolved. Workday stops the Time to First Response metric once a case solver adds a response to the case.
- What happens to an SLA when I reopen a case?
- The SLA timer doesn't restart or continue when you reopen a case. Workday displays the initial passing or failure of SLA on a reopened case.If you resolve a case without leaving a comment, Workday doesn't mark the Time to First Response metric as passed. Passing the Time to First Response metric requires leaving a comment.
- What happens to an SLA when I assign a case to a different service team?
- The SLA doesn't reset. Workday carries over the time passed from the SLA of the initial assigned service team and applies it to the SLA of the new assigned service team.If the initial assigned service team failed an SLA, it continues to display as failed for the new assigned service team.
- What happens to an SLA when I put a case On Hold?
- SLA functionality for cases On Hold is dependent on theOn Hold pauses SLAoption on theMaintain Case Statusestask.If you enable theOn Hold pauses SLAoption, the SLA timer for cases with a On Hold status or substatus pauses. Once you change the On Hold status or substatus, the SLA timer restarts. Workday then recalculates the remaining SLA time to failure based on the time target and the SLA schedule.If you don't enable theOn Hold pauses SLAoption, the SLA timer uses the same functionality for cases that have any open status.