SLA KPI Status Not Updated Even After Successful Criteria

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Posted on by Community Member

Dear Team,

We have SLA implemented for Leads. One of the SLA has success criteria as minimum one phone call activity should be created.

There are leads with phone call activity created but respective SLA KPI status is in progress even phone call activity is created with in time range (before warning time).

Any inputs will be highly appreciated.

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miguelbeja on at

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Hi,

Can you please share some screenshots were you show how you have your SLA configured and also on the form?

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Community Member on at

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Hi Miguel,

Thanks a lot for your reply.

As you can see in below image of SLA KPI Instances for Lead entity.

SLA KPI record highlighted with yellow shows status as In Progress whereas Warning & Failure time has already passed.

Please let me know if you need any more details.

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miguelbeja on at

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Can you show the details of that SLA Item?

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Community Member on at

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SLA Configuration

SLA Item configuration

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miguelbeja on at

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My questions now would be:

Can you validated that on the Lead all the field on the "Applicable When" and "Success Criteria" are set to the correct values? Do an advance find on the Lead and put the columns of those fields to confirm it.

Activity Created is set to Yes when an Activity is Created? How is that field being changed?

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Community Member on at

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Hi Miguel,

First screenshot is for Applicable when value and second one is of Activity created.

Activity created is set by workflow when there will be an activity created for lead.

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Community Member on at

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Hi Miguel,

Do you see any issue with this SLA configuration?

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miguelbeja on at

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Hi,

How do you have the timer configured on the form? Is it directly on Lead form or do you have a quick view form from SLA KPI that you added to the Lead form?

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Community Member on at

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Hi Miguel,

Its a quick view form from SLA KPI on lead form.

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miguelbeja on at

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Hi Vinayak,

From my perspective I don't see anything wrong but, yet I wasn't able to repro accurately on my vanilla.

I would suggest you to open a case with Support team to further analysis and collect more info.

You can do it by going to: https://admin.powerplatform.microsoft.com

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