Configuring case breach reasons

You can define the list of case breach reasons selectable when a case breaches SLA

Written by Raymond Carrel
Updated over a week ago

Cases that breach their resolution SLA should be assigned a Case Breach Reason.

These can be defined in Settings - Case Breach Reasons.

Here you can add, edit and delete reasons.

Reasons can only be deleted if they are not currently in use. You can use the All Cases report to find cases that have that status assigned.

The reason can be seen on a breached case record:

Breach Description is a free-typed, optional field.

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