Page History

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SLA States:

Below you can find some screenshots showing types of SLA States.

• Not Started - time counter not started
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• Active - time counter active
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• On Hold - time counter paused
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• Finished - time counter finished and time limit has not been breached
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• Exceeded - time counter finished but time limit has been breached
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• Cancelled - SLA Metric cancelled
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Colour status:

• Green - more than 75% time available  
• Blue - 50-75% time available 
• Yellow - 25-50% time available 
• Brown - 0-25% time available
• Red - time limit breached
• Light Grey - calculation not started
• Grey - SLA Metric cancelled