Overview
Track case milestones beyond the default Time-to-Resolve (TTR) SLA using custom SLA timers. Add timers for Time-to-Mitigate (TTM), Time-to-Investigate (TTI), and other workflow deadlines.
Custom SLA timers are created per case and stop automatically when a case is resolved or closed. This guide shows you how to set up and manage these timers.
Learn how to track SLAs during a case investigation.
How to use
Create a custom SLA timer
Use the Add a custom SLA timer to a case step in a workflow:
Name the SLA timer: Give the timer a meaningful name.
Set the duration: Enter the target duration in seconds. Set to 0 for no target.
(Optional) Set visibility: Use the optional Is lead parameter to display the timer on the case card in Cases.
Set the initial state: Decide on the timer's initial state upon creation. Select Active or Paused.
To set a custom SLA timer as lead it must be added to the case in an Active state. A paused timer cannot be set as lead.
Manage custom SLA timers
Use custom SLA steps to automatically update, delete, and list custom timers. Dynamically start, pause, or reset as case conditions change. The Start custom SLA timer and Pause custom SLA timer steps support bulk operations. Provide multiple case IDs to start or pause timers across cases at once. See the examples below for more details.
The default Resolution SLA timer cannot be started, paused, or reset.
Resetting a timer does not restart it. To start a timer, use the Start custom SLA timer step.
Set a lead SLA timer
Set a custom SLA timer as the lead to display it on the case card in the Cases view. Hover over the timer to view all timers for the case.
The lead timer must remain active; pausing it reverts the lead to the default Resolution SLA timer.
Use case: Track Time-to-Respond for new cases
Automatically track the duration from case creation until cases are In progress.
Create the timer: Add the Add a custom SLA timer to a case step to the case creation workflow. Name the timer "Time to Respond" and set the target duration.
Pause on state change: In a separate workflow triggered by the case state changing to In progress, add the Pause Custom SLA Timer step. The timer stops when the case moves out of New.
Use case: Bulk start and pause custom SLA timers in line with working hours
Track SLAs within working hours (Monday to Friday, 08:00-17:00) by pausing and resuming custom SLA timers across all relevant cases on a schedule.
Pause at end of day: Create a scheduled workflow that runs every weekday at 17:00. Add the Pause Custom SLA Timer step and provide the relevant case IDs.
Resume at start of day: Create a second scheduled workflow that runs every weekday at 08:00. Add the Start Custom SLA Timer step and provide the same case IDs.
Case IDs can be provided as an array of numbers ([100,101,102]), an array of strings (["100","101","102"]), or a comma-separated list (100,101,102).
