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!
In this example, the case was resolved at 12:08pm.
*This post is locked for comments
Sender mailbox wasn't configured properly.
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.
I am facing the same issue. Has anyone figured out a solution?
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 ?
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?
Stay up to date on forum activity by subscribing. You can also customize your in-app and email Notification settings across all subscriptions.
#1
André Arnaud de Cal...
291,269
Super User 2024 Season 2
#2
Martin Dráb
230,198
Most Valuable Professional
#3
nmaenpaa
101,156
Share
Report
All responses (
Answers (