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Dears,
SLA KPI instance Status always be in progress even warning time reached the status still in progress
Hello,
Please check the SLA configurations and the Time Control.
www.powerobjects.com/.../
docs.microsoft.com/.../define-service-level-agreements
docs.microsoft.com/.../add-timer-forms-track-time-against-enhanced-sla
blog.magnetismsolutions.com/.../how-sla-kpi-instance-statuses-work-in-dynamics-365
Hope this helps
Best Regards
PG
Dear Pankaj,
Thanks for Replay, to be honest i know how SLA Configured , but there's strange behavior
when sla start and SLA KPI Instance Record created , the status still in progress even if warning time reached the record details still same "status : In progress && Warning time reached = no "
the normal Details for record if warning time reached must be like this "Status : nearing noncompliance && warning time reach = Yes"
i Don't know why this not happen
so do you have an idea about that ?
Hello Mohamed,
I created a simple SLA Item with only the Success Criteria. Failure Action is set to 5 min and Waiting Action is set to 1 minute.
I created a case and the SLA KPI Instance is created with the Warning Time and Failure time for the case. When the warning time is reached, I refreshed the page and it still shows the status as In-Progress. I kept refreshing couple of time and the status is nearing noncompliance.
I am sure you must have checked this but wanted to point out here that the background workflow may take time to refresh the status.
Maybe you can check the Timer Control configuration and also check the SLA Item Configuration. If possible please send us the screenshot of the Timer Control configuration and the SLA Item.
Are you still facing this issue ? If yes, I would suggest to open a support ticket so that we can investigate it further to find out the cause and resolution.
Hi,
I am facing the same issue in production instance only.
How you have resolved this issue? Could you please share details?
Thanks
Pradip
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