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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / SLA Escalation
Microsoft Dynamics CRM (Archived)

SLA Escalation

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Posted on by Chadi Tannous 1,039

I'm trying to create the following case escalation through SLA:

If Team 01 is the owner of the case he has two hours to resolve the case otherwise it will be assigned to Team 02

If Team 02 is the owner of the case he has two hours to resolve the case otherwise it will be assigned to Team 03

If Team 03 is the owner of the case he has two hours to resolve the case otherwise it will be assigned to Team 04

But I'm getting an error  on the SLA workflow 

This workflow job was canceled because the workflow that started it included an infinite loop. Correct the workflow logic and try again. For information about workflow logic, see Help

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  • Jason M. Cosman Profile Picture
    Jason M. Cosman 5,234 Moderator on at

    Hello Chadi;

    Would it be possible to post a picture of your SLA logic? Maybe erase the team names. It would allow use to see if there is any mistakes in the logic.

    Thank you!

  • Chadi Tannous Profile Picture
    Chadi Tannous 1,039 on at

    inside the same SLA i created several sla detail. this picture describes the first sla detail

    the second SLA Detail i replaced Team 01 with Team 02 (In applicable when) and Team 02 with Team 03 (In Failure action)

    SLA.png

  • Jason M. Cosman Profile Picture
    Jason M. Cosman 5,234 Moderator on at

    Hello Chadi;

    I believe the infinite loop in this case can be caused by your failure after setting. I believe it's something like if the workflow or SLA is triggered 8 times in an hour it will exit due to infinite loop. If you had the 4 or 5 SLA's you wanted to move between the different teams to be set after an hour or two and try again does it work? I'd take a read about workflows and SLA's in terms of best practices as well. : https://technet.microsoft.com/en-us/library/dn531079.aspx

  • Chadi Tannous Profile Picture
    Chadi Tannous 1,039 on at

    oh i'm just testing with one minute but the time later on will be 1 day for each failure. if i change the failure time for 1 day would it work ?

  • Jason M. Cosman Profile Picture
    Jason M. Cosman 5,234 Moderator on at

    It should Chadi; I'd recommend changing them to be 1 hour or 2 hours to test it first though. This way you won't waste a day if this doesn't resolve your issue.

  • Chadi Tannous Profile Picture
    Chadi Tannous 1,039 on at

    Dear Jason,

    i waited for an hour and i got the same error.

    the sla is applicable from the escalated on time. when the first hour finished the sla will assign the new team. i'm trying to update the escalated time but it's giving an error. any recommendation on what is the best practice for doing this ?

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