SLA timer not stopping when case is cancelled

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Posted on by fran2105

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Hi all. We have the SLA timer set up on the case, however, I've noticed that when the case is canceled, the timer is still running on the case form. I'm using the new SLA timer (not the legacy).

Any ideas?

Thanks!

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RE: SLA timer not stopping when case is cancelled

Hi fran2105,

Please refer to this thread:

community.dynamics.com/.../642879

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fran2105 416 on at

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RE: SLA timer not stopping when case is cancelled

Hi I've looked at this but did not manage to find a solution. The issue seems that the SLA KPI Instance is staying as in progress

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fran2105 416 on at

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RE: SLA timer not stopping when case is cancelled

I've figured out the issue - In the applicable when condition, there needs to be a condition that says:

Applicable when status reason != cancelled/merged

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