With the Case Management feature, you can define service level agreement (SLA) response times in two ways for the entire case or for the statuses of the selected case. You can set the SLA by choosing a time duration in Days, Hours, or Minutes.Documentation Index
Fetch the complete documentation index at: https://docs.blinkops.com/llms.txt
Use this file to discover all available pages before exploring further.
Note: Only users with the
case_management:admin permissions, can make changes to the Case Level SLA and Case Status SLA Case Level SLA
The Case level SLA measures the time from when the case is created until the case is closed.
Case Status SLA
The Case Status SLA measures the duration from one status change to another. For example, it measures the time from when a case is initially opened until it is changed to the In progress status. You can also make changes to the Case Status SLA via the Case Status SLA Action or in the Case Management Settings
