SLA / Entitlement migration

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Posted on by DKasp

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Hello Community,

wasn't able to find anything so far regarding this, so I thought I'd ask if someone had a better idea than "ask MS Support".

Situation:
We're using Customer Service (in the Cloud) and we've built our incident management in there. Right now, we are using a mix of new and old records to measure our KPIs:

Entitlements are configured per customer, e.g. "Customer Y - 24/7*4h", using 11 different SLA configurations
SLAs use the "Enhanced SLA" that's about to be deprecated in October. I've just run the Migration Tool (Migrate automatic record creation rules and service-level agreements | Microsoft Docs) for those, expecting the entire thing to be migrated and replaced - however all it does is create new SLA records with the new tech used - but all our entitlements are still using the old SLAs.

Is there a way to also migrate those to the new SLA records? Mass Editing seems to be disabled for this entity for some reason (Thanks, MS).

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Greetings,

The SLA migration tool is designed to migrate legacy SLA records to UCI. If for example a legacy SLA is used within an entitlement, upon migrating the legacy SLA to UCI the SLA field within entitlement will not be updated with the new record. This can be achieved via a workflow or SDK (replace old SLA values with the new migrated ones)

Hope the above information was useful.

Best regards,

Georgi Zafirov

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