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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / SLA Reset once case is...
Microsoft Dynamics CRM (Archived)

SLA Reset once case is transferred to another user.

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Posted on by Community Member

Hi guys, 

Greetings. I would like to ask a question my team and I are developing a system and it seems like we stumbled on a little problem. We are trying to assign a case and at the same time reset the SLA once its assigned to the new user. Is this possible in crm online 2015? Is there a way that this can be achieved through workflow or do we have to customize the system? 

Thanks Much, 

JC

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  • Verified answer
    Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at
    RE: SLA Reset once case is transferred to another user.

    JCPF,

    I think when you create the SLA setting, you don't use created on, but you use the new custom field: New Assigned date.

    Hope this helps.

    Thanks

  • Community Member Profile Picture
    Community Member on at
    RE: SLA Reset once case is transferred to another user.

    Hey Aileen, Thanks for the prompt reply. May I ask for the link on how to do that? Thanks Much.

  • Verified answer
    Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at
    RE: SLA Reset once case is transferred to another user.

    JC,

    Once you create the SLA, you will choose the field, then by default it is createdon, change it to your custom field

  • Community Member Profile Picture
    Community Member on at
    RE: SLA Reset once case is transferred to another user.

    Ok. im working at it the now. Thank you. Is it ok if I ask another question? Like how do I add a customer field for the sla settings?

  • Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at
    RE: SLA Reset once case is transferred to another user.

    Hi JC,

    Yes, as long as you later close this thread.

    What the customer field?

    If it is the setting in the SLA Item, yeah it is possible.

    But for the base field for when the SLA reset you need to have a date field.

  • Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at
    RE: SLA Reset once case is transferred to another user.

    JC,

    Just an info, see this important one:

    www.microsoft.com/.../define-service-level-agreements-slas.aspx

    How is the SLA applied?

    When a case is created, the SLA is applied (default or through entitlement) and the related case field values are updated. When the case is modified and any of the case field values change, that is, when the fields that are added in the Applicable When conditions of the SLA change, the SLA is applied again. For example, if the priority of the case changes from Normal to High, and according to the SLA the first response should happen soon, the SLA is reapplied to make sure the KPIs are tracked based on the updated values.

    When the SLA is applied again, all the SLA items are evaluated based on the updated case fields and the failure or warning actions are initiated if the time has been exceeded. This happens even if the failure or warning actions were already initiated before the case was updated. To avoid this, you can request that your system customizer add a custom field to the case entity (to track if the failure/warning actions were already taken) and add it to the Applicable When condition so that the actions aren't initiated multiple times.

    Thanks

  • Community Member Profile Picture
    Community Member on at
    RE: SLA Reset once case is transferred to another user.

    Thanks Aileen. Your a big help. God Bless you.

  • Community Member Profile Picture
    Community Member on at
    RE: SLA Reset once case is transferred to another user.

    CRM 2016  i have created one SLA for case Applicable from is created on and if the case meet failure condition at the time i am capturing date in custom field. Based on the failure time i am triggering one more SLA automatically this is possible?

    if possible means please tell me how to do.....?

  • Community Member Profile Picture
    Community Member on at
    RE: SLA Reset once case is transferred to another user.

    @Prasanna_San You really need to start your own thread for this question which has little to do with the original one.

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