Display SLA information on Case

(4) Share

Report

Posted on by Annie Lapointe

I try to add SLA information on Case.

On the case form, I try to add a subgrid 'SLA' but the SLA table don't show on the related record and I don't understand why.

Case have a column 'SLA' and a relation OOTB.

I try to go by the 'entitlement' relation to get the information. Entitlement is not il the Case: table related list, and SLA is not in the Entitle: table related list.

Any explanation ? Can adddding a relationship solve the problem without broking something else ?

Categories:

Dynamics 365 Customer Service

I have the same question (0)

All responses (6)

Answers (2)

Verified answer

Daivat Vartak (v-9d... 7,835 Super User 2025 Season 2 on at

Like (1)

Report
Hello Annie Lapointe,

You've encountered a common point of confusion when working with SLAs and Cases in Dynamics 365. The way SLAs are related to Cases is a bit nuanced and doesn't always align with typical relationship patterns.

Let's break down the issue and how to display SLA information on the Case form:

Understanding the SLA-Case Relationship:

Direct SLA Lookup (OOTB):

The Case entity does indeed have a lookup field called "SLA" (slaid).

This field stores a reference to a specific SLA record that applies to the Case.

However, this is a simple lookup, not a traditional 1:N or N:N relationship.

SLA Items (SLAItem):

SLA information is primarily stored in the SLAItem entity.

SLAItem records are related to the SLA record and define the specific KPIs and actions within the SLA.

Entitlements (Entitlement):

Entitlements can be associated with Cases, but they are not the primary way SLAs are applied.

Entitlements define customer support terms and coverage.

While Entitlements can influence SLA application, they don't directly store SLA information.

Subgrids and Related Records:

Subgrids in Dynamics 365 display related records based on explicit relationships (1:N or N:N).

Because the Case-SLA relationship is a lookup, not a traditional relationship, the SLA entity doesn't appear in the "Related Records" list for subgrid creation.

Why You're Seeing the Issue:

Lookup vs. Relationship:

You're trying to add a subgrid based on a relationship, but the Case-SLA connection is a lookup.

Therefore, the SLA entity isn't available in the related records list.

Entitlement Misunderstanding:

You're trying to use Entitlement as an intermediary, but Entitlement doesn't store direct SLA item information.

How to Display SLA Information on the Case Form:

Display SLA Lookup Fields:

Add the "SLA" lookup field (slaid) to the Case form.

This will display the name of the applied SLA.

However, this only shows the SLA name, not the detailed SLA item information.

Display SLA Item Information (Most Common):

You will want to display the information contained in the SLA Item table.

Create a View:

Create a view on the SLA Item table, that filters the SLA Items by the SLA lookup field on the case.

Add a Subgrid:

Add a subgrid to the case form.

Select the SLA Item table.

Select the view that you created.

This will display the SLA items on the case form.

JavaScript or Business Rules (Advanced):

Use JavaScript or business rules to retrieve and display SLA item information.

This provides more flexibility but requires development skills.

Important Considerations:

Relationship Impact:

Adding a new relationship between Case and SLA is generally not recommended and could lead to unexpected behavior.

The OOTB lookup is the standard way to associate SLAs with Cases.

SLA Item Focus:

The SLA Item entity is where the detailed SLA information resides.

Focus on displaying SLA Item records on the Case form.

Performance:

Be mindful of performance when retrieving and displaying SLA item information, especially for large volumes of data.

Recommendation:

The best approach is to create a view on the SLA Item table, and then display the view on a subgrid on the case form.

By following these guidelines, you can effectively display SLA information on the Case form without creating unnecessary relationships.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

Was this reply helpful? Yes No
Suggested answer

Ramesh Kumar 7,529 Super User 2025 Season 2 on at

Like (0)

Report

The SLA information should be accessible via the Entitlement related to the Case. You can either display the Entitlement information (which will show the SLA) on the Case form, or you can use the SLA KPI Instance subgrid to show SLA performance for the Case. Adding a custom relationship to the SLA from Case can be a solution, but it needs to be carefully managed to avoid conflicts with out-of-the-box logic.

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/add-timer-control-case-form-track-time-against-sla

I hope this can help

Thanks, Ramesh

If this was helpful, please check the "Does this answer your question?" box and mark it as verified.

Was this reply helpful? Yes No
Suggested answer

Tom_Gioielli 2,795 Super User 2025 Season 2 on at

Like (0)

Report

As Ramesh mentioned, the actual table that stores SLA details for a specific case is called 'SLA KPI Instance". When a case is created, the system checks against the SLA's and creates this other records to track dates and compliance. When details on the case changes (for example, priority moves from Emergency to Normal) the SLA is reevaluated and a new SLA KPI Instance" record may be created. The old one is deactivated and no longer relevant.

So, you should be searching for related SLA KPI Instance records when adding your subgrid.

If this answer helped, please consider marking as verified

Was this reply helpful? Yes No
Annie Lapointe 77 on at

Like (0)

Report

I am not certain why you said that 'it is not a relation'. I can see the relationship in the default solution.

I already have a SLA item subgrid on the page. Adding SLA information is a option but the information may not appears if any SLA Item is generated.

I will use it as a workaround for now, and try the javascript road later.

Was this reply helpful? Yes No
Verified answer

Tom_Gioielli 2,795 Super User 2025 Season 2 on at

Like (0)

Report

The relationships you are showing are Many-to-One from the Case > SLA, as opposed to One-to-Many- from the Case to the SLA Item.

Items in a One-to-Many allow you to add the records to a subgrid, as there can be multiple related records.

Items in a Many-to-One can use a Quick View form to show fields from the single related record. In this case, [Last SLA Applied] is a direct lookup field on the case table and as such is not eligible for being used in a subgrid control.

To answer your requirement, you have a few options.

1) If you are trying to show information from the SLA record in question, then you can use a Quick View form to show related details on the [Last SLA Applied] (Use quick view forms in Dynamics 365 Customer Engagement (on-premises) | Microsoft Learn)

2) If you are trying to show details on the SLA applied over the lifetime of the case, including the current instance of the KPI being tracked, then you want to do a subgrid to the SLA KPI Instance table.

We may have been crossing wires a bit, since your original ask was to add a subgrid to the case form which only applies in case 2 above. Hopefully this helps explain why you don't see the SLA table as an option while adding a subgrid to your form.

Was this reply helpful? Yes No
Annie Lapointe 77 on at

Like (1)

Report
I am adding information for anyone who may read this.

Because of the limitation and a new requirement, we will add the information in the SLA Item instead of the SLA.

Thank Tom to reminder me that they should not have a subgrid for a 'single value colum'. I was to 'in the problem' to remember it.

Create a 'quick view form' for SLA is not allowed. That probably why I jump on the 'subgrid' solution even if that not make sens.

Was this reply helpful? Yes No