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So I am setting up First Response By and Resolve by SLAs for cases. Everything works fine until I resolve the case! Then all the fields for SLA get messed up:
Scenario 1: the first response is sent before the warning time, and the case is resolved before the warning time -
It should be:
First response In Timer: Succeeded
Warning Time Reached: No
First Response SLA Status: Succeeded
Resolve In Timer: Succeeded
Resolve by SLA Status: Succeeded
Scenario 2: the first response is sent and the case is resolved after the warnings but before either failed:
Warning Time Reached: Yes
First Response SLA Status: Nearing Noncompliance
Resolve In Timer:
Status: Nearing Noncompliance/Succeeded
Resolve by SLA Status: Nearing Noncompliance
Scenario 3: Both the first response is sent and the case is resolved after the failure time:
First response In Timer: Expired
First Response SLA Status: Noncompliant
Resolve In Timer: Expired
Resolve by SLA Status: Noncompliant
Can someone please explain why this is happening?!? Here are my settings:
Any help would be greatly appreciated! I have been trying to figure this out for days!
I figured it out!
It was because the first response Applicable When was for when Case Status = Active, so when it was resolved, the SLA was no longer applicable. After changing this to Case Created date Contains Data, all these issues went away!
Hello, we have more or less the same issue but we do not find any solution.
Hi, I think you should change to Priority. High, normal and low have diffrence times taken.
We are having a similar problem (see https://community.dynamics.com/crm/f/117/t/288227)
For us the ResolvedBySLAStatus isn't being updated when a case is resolved. We think the problem is the order of events. The case is resolved (becomes read-only) and then the SLA engine tries and fails to update the ResolvedBySLAStatus.
Not had much luck finding a fix for this other than to spend time writing our own plug-In's to capture the resolved status change and ensure the ResolvedBySLAStatus is updated first. This is plan B which we hope won't be needed.
Has anybody had a similar issue with a simple fix?
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