SLA date

The SLA date is the actual date that the case is expected to be resolved and closed. This date is determined by the lowest level of granularity set for Topic, Category and Subcategory. For example, the SLA due date for a subcategory supersedes the SLA due date for the category, and SLA due date for a category supersedes the SLA due date for the topic.

The SLA date shows both date and time. An SLA date of one day means the case should be resolved within 24 hours from the date it was created.

Depending on the configuration, users in any or all of the Agent/ServiceRep, ServiceMgr, and ServiceAdmin roles can configure the SLA Date field. Unless non-owner editing is enabled, only members of the service group that is assigned to a case can edit the SLA Date.