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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Enhanced SLA Timer won...
Microsoft Dynamics CRM (Archived)

Enhanced SLA Timer won't Stop After Case is Resolved

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Posted on by jmarc1221

Hello,

I am running CRM 2015 and have an Enhanced SLA configured with Resolve rules only. Sometimes when cases are resolved, the Enhanced SLA timer keeps going. To my knowledge, this timer is OOTB and is not customizable. So, what could be causing this? Please see images for SLA parameters. Thanks for the help!

7217.SLA1.png

0383.SLA2.png

In this example, the case was resolved at 12:08pm.

3007.SLA3.png

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I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    Sender mailbox wasn't configured properly.

  • jmarc1221 Profile Picture
    jmarc1221 on at

    What exactly was causing the the email to error out?

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    I resolved this by checking the 'System Job' that was created from the SLA processing.

    I had set the failure action to 'Send Email' and that action was erroring out.

    You may want to check the workflow that gets created from the SLA processing to see if there are any errors.

  • Community Member Profile Picture
    Community Member on at

    I am facing the same issue. Has anyone figured out a solution?

  • Community Member Profile Picture
    Community Member on at

    Hi,

    I have the same problem for one of my customers. It does not seem to depend on anything, security roles, case type or ect. Is there anyone who can solve this ?

  • jmarc1221 Profile Picture
    jmarc1221 on at

    Everyone in the environment is setup with the Customer Service security role except for the System Admins. The timers not stopping appears to be random, but I can't figure out why.

  • Hasibur Rahman Profile Picture
    Hasibur Rahman on at

    You mentioned sometimes its not working - can you pin point the steps in terms who is doing it (security role), which type of cases are being closed when its not working?

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