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Hi all, I have done some research before posting so I hope this is not repetitive.
I am playing with SLA's and I have setup one and added a timer in the case. I am sure I have something wrong but I can't see where I have it wrong so I appreciate any help on this.
The SLA KPI Instance is showing the expected Warning time and Failure time but the timer is showing 500+ days when the warning and failure dates are just with in a month...
This timer should show 3 days and not 563 days... I have tried setting up a calendar also but didn't make a difference.
Any help will be much appreciated, thanks very much in advance.
Hi FBel can you share the SLA definition details?
what is the start from field used to calculate the SLA?
all your cases associated to this SLA present the same issue?
I'm looking to hear from you soon.
Hi Zaidel, thanks for your reply.
It does happen for all the cases associated to this SLA so has to be something I am doing wrong or that I am missing.
This is the SLA:
And the SLA details:
Please let me know if you want any other information.
Hi FBel thank you for your reply.
If this is happening for all your cases related to this SLA, then a quick question: how the Timer for SLA were added to your form, it is the ootb form and "SLA section" for case entity?
Do you know how to add a new timer for SLA items?
Do you wanna try to add a new timer and see is the same issue is happening?
As you might see the timer is only a "quick view form" from SLA KPI instance entity, so Does you have customize the quick forms from SLA Kpi instance entity?
Also you can click on Edit and when the quick form editor is opened see the "Properties" of the form and confirm what is the field user to set the timer.
hope this can help you to identify the issue, otherwise I encourage you to create a new SLA and confirm if the issue persist and if yes, then create a support request for Microsoft Technical support team.
Yeah I tried recreating the whole thing so whatever I did wrong I did it wrong twice :)
I am using the OOO. I have tried both the First Response By SLA and Resolved by SLA and I get the same number.
The one in use is the Resolved by SLA:
I will try the whole thing again.
Thanks a lot for your help, I really appreciate it.
Hey FBel I just feeling lucky today because I guess that I finally hit the nail on the head.
Today I was working with a similar scenario where the system users wants to set an SLA to 5days before error and set the failure time to 120 horas (5 days)
how ever, when they create a new case the SLA shows that the SLA should fail on 20 days and 22hours.
and the reasons is that the customer define a custom "calendar" on the SLA, this calendar has been configured as 8 hours per day as "active hours" that means that the SLA will only consider this 8 business hours per day to distribute the 120hours for the SLA. the result? the date for failure is calculated on 21 days. why?
simple math: 120 hours defined on the SLA dived on 8 business hours per day equals to 15 business days, that means 3 business weeks (and their weekends) then the SLA will fails on 20 days and 22hours, just as the customer was seeing on their case records.
I guess that in your case is really similar behavior and the cause is the time for failure defined on your SLA and the calendar used to calculate the warning and failure dates.
Hope this scenarios helps you to fix your problem.
Thanks very much Zaidel, that is indeed the issue and this makes sense. Thanks a lot for your help.
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