Set the SLA display to align with your organization's conventions—either showing time remaining or time elapsed—so that anyone investigating a case can clearly and consistently understand its urgency.
This workspace-level setting applies to both the Resolution SLA and any custom SLAs, ensuring a standardized display format for all users.
In the All Workspaces view, SLA times reflect the configuration of your current workspace, even for cases from other workspaces.
How to Use
Use the Set case management sla remaining time display step to adjust how SLA times are shown.
Set the Set remaining time parameter to true to display the time remaining until the SLA expires. If left unset or set to false, the display will show the time elapsed since the SLA began (default behavior).
The case UI indicates whether the SLA display is in Remaining or Elapsed time mode, helping users immediately understand the format used.
