Entitlements and SLA

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Posted on by Community Member

Hello everyone,

As per my understanding, we can create SLA only for 4 entities i.e. Case, Lead, Quote, and Order.

In the form of Entitlements, I have seen the lookup of SLA but I can not select anything in that lookup. So I wanted to know the reason behind it like if I missing something orit is OOB behavior.

Any help would be much appreciated.

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LeoAlt 16,331 Moderator on at

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RE: Entitlements and SLA

Hi partner,

Unfortunately we could not trigger SLA by other entities.

When we configure the SLA applicable when, we could only choose the entity's own fields, no related fields.

Regards,

Leo

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Community Member on at

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RE: Entitlements and SLA

Thanks Leo for the reply.

I have again checked the form and found that the Entitlement record which I was referring was Draft. So I was not able to select anything into SLA lookup.

For the new records I am able to select the SLA.

It will be great help if you could guide me on can we trigger SLA based on the related entitlement?

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LeoAlt 16,331 Moderator on at

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RE: Entitlements and SLA

Hi partner,

1.There are more than 4 entities support SLA.

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements#entities-record-types-that-support-slas

2.Could you share what's the entity form are you meeting this issue? Normally the SLA lookup should not be locked, you could check the form properties and field details.

Regards,

Leo

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