ServiceLevelAgreementResults
IMPORTANT The SOAP API entered a limited enhancement phase in Q4 2020. Access to version 1.6 will eventually be deactivated. At this time, there is no end-of-lifecycle date.
This entity describes time and completion data related to service level events tracked for a service level agreement associated with a ticket. Service level agreements track preset goals and the resources associated with those goals to provide information on the company's success in responding to customer's issues.
Entity details
You can also retrieve this information with the Web Services API call The getEntityInfo() SOAP API call.
| Entity Name: | ServiceLevelAgreementResults |
| Can Create: | |
| Can Update: | |
| Can Query: |
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| Can Delete: | |
| Can Have UDFs: |
Conditions and requirements
- All fields are read only.
Field definitions
About this table| Field Name | Label | Datatype | Read Only | Is Required | Reference Name | Picklist |
|---|---|---|---|---|---|---|
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CreatorResourceID |
Creator Resource ID |
Integer |
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CreateDateTime |
Create Date Time |
Datetime |
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| FirstResponseElapsedHours | First Response Elapsed Hours | Decimal |
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| FirstResponseInitiatingResourceID | First Response Initiating Resource ID | Integer |
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Resource | ||
| FirstResponseMet | First Response Met | Boolean |
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| FirstResponseResourceID | First Response Resource ID | Integer |
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Resource | ||
| id | Service Level Agreement Results ID | Long |
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LastModifiedByResourceID |
Last Modified By Resource ID |
Integer |
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LastModifiedDateTime |
Last Modified Date Time |
Datetime |
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| ResolutionElapsedHours | Resolution Elapsed Hours | Decimal |
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| ResolutionMet | Resolution Met | Boolean |
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| ResolutionPlanElapsedHours | Resolution Plan Elapsed Hours | Decimal |
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| ResolutionPlanMet | Resolution Plan Met | Boolean |
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| ResolutionPlanResourceID | Resolution Plan Resource ID | Integer |
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Resource | ||
| ResolutionResourceID | Resolution Resource ID | Integer |
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Resource | ||
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ResourceID |
Resource ID |
Integer |
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| ServiceLevelAgreementName | Service Level Agreement Name | String (100) |
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ServiceCallTicketID |
Service Call Ticket ID |
Integer |
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| TicketID | Ticket ID | Integer |
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Ticket |
