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": [
    {
      "about_name": "about",
      "owner_name": "agent",
      "case_id": "1980473355630751745",
      "number": "130",
      "create_at": "2025-10-21 03:16:59",
      "custom_field": {
            "test-drop": "test"
      },
      "description": "description",
      "form_name": "form1",
      "group_name": "group name",
      "is_deleted": "No",
      "occurred_at": "2025-10-21 03:16:59",
      "priority_label": "Normal",
      "requester_name": "requester name",
      "solve_at": "2025-10-21 03:16:59",
      "status_label":"Resolved",
      "solve_reason": "reason",
      "title": "case title"
    }
  ],
  "total": 1
}
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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

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Data and Report Availability