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Enhanced SLA In Progress : Change in Success & Failure Action

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Posted on by Community Member Microsoft Employee

Hi All,

We do have SLA implemented for Case entity.

As per SLA configuration ,SLA starts when cases are created in system and sends an email to Person A as a warning after X days.

We do have SLA KPI Instances in Progress state for cases created last month. Recently we changed the SLA configuration and updated warning action to send an email to Person B.

In this scenario for case records created last month and for which sla is in progress, warning message will be sent to Person A or Person B?

Your inputs will be highly appreciated.

Regards,

Vinayak Chavan

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Aditya 260 on at

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RE: Enhanced SLA In Progress : Change in Success & Failure Action

Hi Vinayak,

Since you have changed the Warning process action of SLA,now all the records which will execute their Warning action irrespective of creation date will send mail to Person B.

Hope it helps!

Please mark the answer as verified if it is useful to you.

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