Announcements
No record found.
Hi All , Can we enable enhanced SLA feature for Incoming email in CRM. Our requirement is incoming email should get responded by agents in configured timeframe in CRM. I was able to enable SLA feature and was able to add SLA KPI instance Quick view controls on Email form. However SLA is not getting applied on incoming email. I tried same SLA for Draft email by changing SLA condition and SLA seems to be working in this case. Does this mean , SLA feature doesn’t work on Incoming emails ? Thanks!
*This post is locked for comments
Hi Mahesh,
Have you created, SLA KPIs for Email entity?
It should work on all emails, here is a URL about it:
blogs.msdn.microsoft.com/.../how-to-configure-slas
If you are facing any error, do post the error log.
Can you try setting the SLA as default...see if it works...
Can you try creating a workflow with following details:
Trigger on Email created on
Check conditions email direction = Incoming and status completed
Update Email 'SLA Lookup'<select your SLA>
Activate your workflow.
See if it works! SLAs can run automatically and manually on SLA enabled entity record.
I guess this should work and if not, you might want to raise a ticket to Microsoft directly.
Thanks Prashant !!
Hi MAhesh,
Quick question. Do you mean the same SLA(same conditions) is working for Draft emails(but not incoming). SLA functionality is triggered on save of the record.
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
Congratulations to our 2026 Super Stars!
Thanks to all of our 2025 Community Spotlight stars!
These are the community rock stars!
Stay up to date on forum activity by subscribing.
JS-09031509-0 3
AS-17030037-0 2
Mark Eckert 2
