Only Default SLA available, subsequent SLA:s ignored.

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Posted on by Community Member Microsoft Employee

Hello,

I'm using CRM OnLine and have an issue with SLA:s.

The problem is that the only SLA that applies is the one that is set as default. I only use 2 SLA:s which both are Resolve by KPI; one for Medium cases and one for High cases. The plan is to implement one or two more later on. I don't need or use Entitlements so these SLA:s are very basic in their setup, they only check for the Priority criteria.

They both work independently if they are set as the Default SLA but one does not work when the other is default.

It seems like I'm missing something obvious, given the circumstances.

Anyone have any tips what to check for?

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Aileen Gusni 44,522 on at

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RE: Only Default SLA available, subsequent SLA:s ignored.

Hi Dennis.

Yup.

Those are part of SLA Item.

So pls convert your SLAs to 1 SLA default one and multiple sla items.

Hope this helps.

Thanks
Community Member Microsoft Employee on at

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RE: Only Default SLA available, subsequent SLA:s ignored.

Hello Aileen,

thank you for the reply. Ok, but can the single SLA with different criteria like I want? I mean different times for fail and success depending on priority?

//Dennis
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Aileen Gusni 44,522 on at

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RE: Only Default SLA available, subsequent SLA:s ignored.

Hi Dengblom

Yup only default SLA will be applicable.

If you want to use specific SLA you need to match it with entitlement.

This is how SLA works.

So you can set and have many many SLA but in the end only default one will be applicable and other SLA for specific condition you need to use it with entitlement.

You can create 1 default sla with many items btw.

Hope this helps.

Thanks