SLA warning flags

Once SLAs are set up, all cases in a user’s list of current cases are flagged based on the Warning percent you specified in the SLA. The flag is included on the SLA Status column.

• A green symbol with a check mark indicates that the case is within the time specified in the SLA, it has not yet reached the warning percentage level, or that no Warning percentage has been specified in the SLA.
• A yellow symbol with a minus sign indicates that the case has reached the warning percent level without being closed.
• A red symbol with a cross symbol means that the case has not been closed within the time specified in the SLA.

If you make a change to an SLA’s timings in the SLA Timings In Hours panel, flags for cases associated with the SLA may be affected—in fact, the way in which the flag is determined will change, but the flag itself may not necessarily change color immediately.

You may want to update SLA timings if, for example, you have a number of cases attached to an SLA but at a later date agree with a customer that you will solve high-priority cases in a shorter length of time than was agreed on initially.