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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Bipin D365 28,981 Moderator on at

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RE: SLA KPI Status Not Updated Even After Successful Criteria

Hi,

when you create SLA and add line items. And when you activate it, system created background workflow.

Have you checked workflow processes as what is happening in each steps.

Also can try deactivate one of the line item and see if it working.

If found helpful, Please mark my answer verified.
uhh 56 on at

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RE: SLA KPI Status Not Updated Even After Successful Criteria

Hi

did you get any resolution to that ?

I am getting a strange thing, SLA failure time has passed but the status is still In Progress. Also the timer is running, it is in red color, and showing how many days have passed.

WHY SLA Status is not changing.
Community Member on at

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RE: SLA KPI Status Not Updated Even After Successful Criteria

Hi Miguel,

Thank you very much for your time. I will create support ticket for the same.

Thanks again!
miguelbeja on at

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RE: SLA KPI Status Not Updated Even After Successful Criteria

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
Community Member on at

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RE: SLA KPI Status Not Updated Even After Successful Criteria

Hi Miguel,

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

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RE: SLA KPI Status Not Updated Even After Successful Criteria

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?
Community Member on at

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RE: SLA KPI Status Not Updated Even After Successful Criteria

Hi Miguel,

Do you see any issue with this SLA configuration?
Community Member on at

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RE: SLA KPI Status Not Updated Even After Successful Criteria

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.
miguelbeja on at

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RE: SLA KPI Status Not Updated Even After Successful Criteria

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?
Community Member on at

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RE: SLA KPI Status Not Updated Even After Successful Criteria

SLA Configuration

SLA Item configuration