FAQ: Case SLAs

When does the timer for an SLA start?: The SLA timer starts when a case creator initially creates a case.
When does the timer for an SLA stop: The SLA timer stops when a case solver marks the case as resolved. Workday stops the Time to First Response
metric once a case solver adds a response to the case.
What happens to an SLA when I reopen a case?: You can use the
Resume Time to Resolve SLA
check box on the
Maintain Case Statuses
task to automatically pause and resume the SLA timer when reopening a case.
If you resolve a case without leaving a comment, Workday doesn't mark the Time to First Response
metric as passed. Passing the Time to First Response
metric requires leaving a comment.
What happens to an SLA when I assign a case to a different service team?: When the
Time to First Response SLA
is passed for a case on a team and the case is re-assigned to another team that also uses the
Time to First Response SLA
, we display that the SLA is passed in the SLA section of the Details
tab of the case view.
If the initial assigned service team failed an SLA, it continues to display as failed for the new assigned service team.
What happens to an SLA when I put a case On Hold?: SLA functionality for cases On Hold is dependent on the
On Hold pauses SLA
option on the
Maintain Case Statuses
task.
If you enable the
On Hold pauses SLA
option, the SLA timer for cases with a On Hold
status or substatus pauses. Once you change the On Hold
status or substatus, the SLA timer restarts. Workday then recalculates the remaining SLA time to failure based on the time target and the SLA schedule.

If you don't enable the
On Hold pauses SLA
option, the SLA timer uses the same functionality for cases that have any open status.