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I created Enhanced SLA. But whenever I change the status reason except for NEW. the enhanced SLA details becomes cancelled.
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Hi Cloud92019,
I found this post and I could successfully repro your situation that if I modify the case status reason which is the ‘Applicatble Condition’ of enhanced SLA items. The 'First Response By KPI' status would automatically be changed to 'Canceld'. This makes sense since current case status reason is conflict with Enhanced SLA item applicable condition. While the SLA KPI has been created under this record . So the staus would be modified to 'Canceled' since current case status doens't fit the ‘Applicatble Condition’.
There's also related Note definition from DOC:
If the conditions configured in the SLA fields are conflicting, then the SLA is cancelled before meeting the success or failure criteria. For example, if the Case Status field is set as Active in the Applicable When section and is set as not equal to Active in the Success Criteria section, then the SLA will be cancelled when implemented.
[View:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements#create-a-standard-sla:750:50]
Hope the above could help resolve your question. Thanks.
Regards
Johnny
Hi John Gong,
Thank you so much for your reply. I really appreciate it.
Yeah that is what I'm thinking as well. since the current case status reason is conflict with Enhanced SLA item applicable condition.
But is there anyway, that when I reply on the email. First response sent will automatically change to YES?
And if that is the case. what would be my configuration if the SLA that I configured is conflicting?
About 'First response sent will automatically change to YES?' I would reply in your another post as follow:
community.dynamics.com/.../350709
While you mentioned 'what would be my configuration if the SLA that I configured is conflicting?'. Do you mean how to process the situation which is conflict with current SLA Item applicable condition in another SLA?
If it is, you just need to create some new SLA items to realize this situation.
For example, you could set one SLA Iteam A for prioirty A cases which set IR in one hour. Then you could add another SLA Item B for priority B cases which set IR in four hours.
When the priority A case is created and donwgrade to priority B in one hour, then SLA Item B applicable condition will be automatically triggered and the IR would be changed to be in four hours after case create time.
Thanks
Good day Cloud92019,
Is there any other questions surrounding 'SLA details becomes cancelled' issue.
We would be much appreicate if you could kindly click 'Yes' under 'Did this answer your question?' to verify any helpful answer and close the ticket when the question has been answered.
If there's still any other questions , we would be much glad to help.
Thank you so much :)
Thank you for helping me.
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