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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / First Response Enhance...
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First Response Enhanced SLA and Case Resolve Enhanced SLA dependency

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Posted on by Anshuman Trivedi 130

Hello All,

I have implemented a Enhanced SLA for Case entity where-

Anshuman-SLA.PNG

Also created 2 SLA Items-

  1. First Response SLA

Anshuman-SLA-2.PNG

  1. Case Resolve SLA

Anshuman-SLA-3.PNG

Now what is happening here - when we directly resolve case without sending any first response the "case resolution SLA" get succeeded but the "first response SLA" is still in progress.

Q1- Is this is the by default functionality?

Q2- if not so here we want if there is any case which resolved under SLA time if  first response kpi status is equal to succeeded/non-compliant then do nothing or if it is in progress then change its status to cancelled.

Thanks in Advance..

I have the same question (0)
  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi partner,

    1.Since your second SLA kpi successful condition is only when case status equals resolved, so when you resolve the case directly, it will not trigger the first kpi cause It does not meet the conditions that trigger the first SLA.

    2.I suggest that you could add a custom field on case form to store the status of first kpi status, you could add an update actions under "Success actions".

    pastedimage1589448863399v1.png

    And then use this field value as another condition in your resolve case SLA condition.

    Best Regards,

    Leo

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