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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Unable to create SLA r...
Microsoft Dynamics CRM (Archived)

Unable to create SLA records for system entity (lead)

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Posted on by abhishek_255 1,614

Hi,

In Dynamics 365 Version 1710 (9.1.0.1639) Online Trial, I'm trying to create SLA records for system entity "Lead", but due to some reason the entity is not appearing in the Create new SLA form.

I have checked the "Enable for SLA" is default enabled/checked and build referential relationship between KPI instances and Lead to define SLA KPI.

Appreciate your help!

Thanks,
Abhishek

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I have the same question (0)
  • gdas Profile Picture
    gdas 50,091 Moderator on at

    Hi ,

    Please attach screenshot properly , its not showing .

    Ideally you don't need to enable SLA for Lead entity as Lead already enabled for SLA , even you can not disabled SLA as well for Lead entity.

  • abhishek_255 Profile Picture
    abhishek_255 1,614 on at

    Hi,

    Yes they are enabled by default. But they are not appearing ServiceManagement>>ServiceLevelAggrements>>New.
    Its displaying Case entity only in entity optionset.

    48080.Capture.JPG

    Best regards,

    Abhishek

  • Suggested answer
    Alex Fun Wei Jie Profile Picture
    Alex Fun Wei Jie 33,628 on at

    Hi,

    Did you click into the Entity field?

    0675.5.PNG

    0675.5.PNG

  • Suggested answer
    Kokulan Profile Picture
    Kokulan 18,054 on at

    Hi Abhishek,

    If the SLA is enabled for Lead and if the Lead entity has the SLA fields such as SLAId Lookup, SLAInvokedId, OnHoldtime it means its configured properly.

    I think It is a bug on trial version but it works on our paid sandbox for the exact version.

    Trial Instance Version and Options I get

    ScreenClip-_5B00_82_5D00_.png

    ScreenClip-_5B00_86_5D00_.png

    But for the same version on a Sandbox instance

    ScreenClip-_5B00_82_5D00_.png

    ScreenClip-_5B00_85_5D00_.png

    Hope this helps

  • Community Member Profile Picture
    Community Member on at

    Is there any resolution to this?

  • Suggested answer
    Kokulan Profile Picture
    Kokulan 18,054 on at

    Hi

    It's still an issue on Trial instance but works fine on a Paid Sandbox or Production instance

    Even on trial, if I enable SLA on the opportunity, I can see it in the list but Lead has this already enabled but not appearing in the list

    0488.ScreenClip-_5B00_323_5D00_.png

  • yossi85d Profile Picture
    yossi85d 10 on at

    Hi, I get the same problem. After upgrade CRM 2016 to CRM 365 v9.0.10.11 onPremise.

    Did you find a solution?

  • Suggested answer
    Bipin D365 Profile Picture
    Bipin D365 28,985 Moderator on at

    Hi,

    Can you try creating new trial instance and see if it works.

    Ideally it should work as is.

    You can also log support ticket with microsoft.

    admin.microsoft.com/.../Home

    If found helpful, Please mark my answer verified.

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