Resolve Case SLA - Kpi

(0) Share

Report

Posted on by Community Member Microsoft Employee

Hello good afternoon.

I have used sla and kpi (Indicators), and it does as expected (Image 01).

My problem arises when solving a case, both indicators are changed to "canceled" (Image 02 and Image 03).

What process will I be lacking?

Image 01

Image 02

Image 03

All responses (1)

Answers (0)

Suggested answer

AJ-22040756-0 on at

Like (0)

Report

RE: Resolve Case SLA - Kpi

Hi Partner,

This should be by-design , System is designed such that the criteria on the “Applicable When” section would have to be met for the “Success criteria” to succeed and any changes in the form to negate the criteria on the “Applicable When” section will make the value of the Resolve in KPI field to Canceled.

In this scenario, one of the “Applicable When” criteria is set to when the Case Status is set to Active. Resolving a case changes the status of the case from Active to resolved therefore negating the “Applicable When” criteria and changing the value of the Resolve in KPI field to Canceled.