Case SLA Report

Overview

The Case SLA report presents SLA records generated from key events within the case lifecycle, serving as a basis for tracking and evaluating service level compliance.

Usage

Specify case_sla_events as report type in the Explore API request path: /data/reports/case_sla_events/jobs.

Report Example

{
  "entries": [
    {
      "breach_repetition_count": 1,
      "breached_at": "2025-08-27 05:16:56",
      "case_form": "test123",
      "case_id": "1960542017182666754",
      "case_priority": "004",
      "case_sla_id": "1960542017544056833",
      "event_type": "case_sla_triggered",
      "id": "175626461676000000",
      "occurred_at": "2025-08-27 03:16:56",
      "old_case_priority": "004",
      "old_status": "4",
      "old_target_type": "5",
      "old_time_limit": "004",
      "old_total_duration": 60,
      "priority": "Urgent",
      "rule_id": "1960534083305009153",
      "rule_name": "SLA policy 2",
      "status": "1",
      "target_type": "Requester wait time",
      "case_sla_events.time_limit": 7200,
      "total_duration": 0
    }
  ],
  "total": 1
}

❗️
Data and Report Availability

Up to a month of data per request.

There are no limits on the data available regarding the timeframe.

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.

Overview

Usage

Report Example

❗️Data and Report Availability

Troubleshooting

❗️
Data and Report Availability