Recursive SLA KPIs

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Posted on by gsstjr69

Hi All

We have the standard two SLA KPIs per Case (First Response and Resolution) and they are working just fine. We want to add another SLA KPI based on a custom entity 'LastUpdated' date & time field. This field differs from ModifiedOn as we use Power Automate to update the LastUpdated field when a related Case Activity (phone, email, task etc) is completed. We wish to have an 8 hour SLA on keeping Cases updated measured by the value of the LastUpdated field. So after the Case is updated the SLA will have Status Succeeded or Expired based on the time difference between LastUpdated and the current time. At that point we wish to start the SLA KPI over again (create a new KPI Instance) and look for the next update in the next 8 hours. This process to be repeated until the Case is resolved or cancelled.

My question is how is it best to implement a recursive SLA KPI that effectively repeats itself every time it succeeds?

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Sachin Dev Gupta on at

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RE: Recursive SLA KPIs

Please share some light if you were able to implement such SLA and how you have approached for it. Thanks!