Case Level SLA

The Case level SLA measures the time from 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.

INFO

There is also the option to change the Case Status SLA via the Case Status SLA Action as well as in the Cases Table.