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SLA Status not changing when SLA Item fails

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Posted on by Community Member Microsoft Employee

Hi,

I wonder if anyone can help. A frustrating issue has came up which I have tried to troubleshoot for a couple of days with not any luck. Quite simply when the 'Resolve By KPI' fails it does not automatically update the 'SLA KPI Instance' status to noncompliant. It does it automatically for 'First Response By KPI' but not for this. I have tried adding steps to the the SLA item itself to update the status but that does not work. Something is missing here I just do not know what. Below picture is the SLA item. Thanks in advance.

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Customization / Solutions / SDK and API

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Community Member Microsoft Employee on at

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RE: SLA Status not changing when SLA Item fails

Hi,

I found the issue. It was only happening to cases that were unassigned to a user. And our unassigned tickets have the owner of a team. Therefore it was failing because you cannot email a team.

Thanks

Stuart
Alex Fun Wei Jie 33,626 on at

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RE: SLA Status not changing when SLA Item fails

Hi,

does this happen to all the records or particular record only. could you try few more records?

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