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Customize SLA Policy Fields
If you intend to use SLA policies in your Salesforce org, customize page layouts to ensure that support reps can see and interact with SLA policies.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To edit page layouts: | Customize Application |
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Add these fields to case and work order page layouts.
Field Description Timeline (available only on case page layouts) How far along a case is to reaching an entitlement process’s milestones. You can click or hover your mouse pointer over each milestone to view its details. These icons represent milestones:
Completed milestone
Violated milestone
You can drag the Handle icon (
) along the Timeline Zoom tool to view past and future milestones. If an
entitlement process applies to the case, this field appears.Stopped Lets you stop an SLA policy on a record, which might be necessary if you’re waiting for a customer’s response.
Tip If you want to use this feature, give your support reps access to the field through field-level security.If a case is stopped and a user doesn’t have access to the Stopped field, the Case Milestone component in Lightning Experience continues to track time for them, even though the timer is paused.
Until the Stopped field is updated (unpaused), each time the user refreshes the case record, the milestone timer restarts from the current local time. If this is happening, the user might not have access to the Stopped Since field. Make sure that this field is also added and available to your support reps so that the time remains paused from the time it was Stopped last.
Don’t confuse your users; give them access to the Stopped and Stopped Since fields.
Stopped Since The date and time the SLA policy was stopped on the record.
Tip If you want to use the Stopped feature, make sure that the Stopped Since field is also added to the page layout and that your support reps have access to this field through field-level security. - Save your changes.
