Dynamics Community Forum Thread Details

Dynamics 365 SLA Item Re-Creation and Unexpected Status Changes in Case Management

We're facing an issue with SLA (Service Level Agreement) items in Dynamics 365, specifically within the context of case management. We’ve set up an SLA with three items: Initial Response, Resolution Update, and Workaround Provided. However, we're noticing unexpected behavior with these SLA items in various scenarios.

Here’s a breakdown of what’s happening:

Issue Description:

Scenario 1: When we mark Resolution Update as successful, both the Initial Response and Resolution Update SLA items get marked as successful simultaneously. This doesn’t seem correct, as we’d expect only the Resolution Update item to be updated.
Scenario 2: If we mark Initial Response as successful, and later delete it, marking Resolution Update as successful causes the Initial Response SLA item to automatically reappear as successful. This unexpected re-creation of the Initial Response item is confusing.
Scenario 3: If we delete both Initial Response and Resolution Update SLA items, then mark Workaround Provided as successful, all three SLA items (Initial Response, Resolution Update, and Workaround Provided) get marked as successful. Additionally, the Initial Response and Resolution Update records are re-created by the system.

Questions:

Has anyone experienced similar issues where SLA items are automatically re-created after deletion or marked as successful without direct interaction?
Is there a recommended configuration for SLA items to ensure that they function independently and don’t trigger each other unintentionally?
Could this issue be due to a misconfiguration or a bug within Dynamics 365?

We’d appreciate any guidance or suggestions to resolve this behavior. Thank you!

Categories:

Microsoft Dynamics CRM

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