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SLA Time Counter behaving differently in production -Showing-- Time that has elapsed since the action should have completed instead of expired

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Posted on by Pradip Raj

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Hello,

SLA Time counter in Dev and UAT instance :

SLA Time counter in Production instance :

I have tried different approaches to resolve this issue but no luck.

I have tried both the options for production: Copy Everything and Customizations & Schema but both showing the same result.

Thank you in advance,

Pradip

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RE: SLA Time Counter behaving differently in production -Showing-- Time that has elapsed since the action should have completed instead of expired

Thank you for sharing！
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Pradip Raj 327 on at

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RE: SLA Time Counter behaving differently in production -Showing-- Time that has elapsed since the action should have completed instead of expired

Hi,

Finally we are able to resolve this issue with the help of Microsoft support team.

There is an issue with the system flow related to SLA - "SLAInstanceMonitoringWarningAndExpiryFlow" flow is not working as expected after copying customization and schema to another instances.

We need to turn off "SLAInstanceMonitoringWarningAndExpiryFlow" flow and turn on again. That's All. The issue resolved.

Note : We can find "SLAInstanceMonitoringWarningAndExpiryFlow" flow in Default solution.
Pradip Raj 327 on at

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RE: SLA Time Counter behaving differently in production -Showing-- Time that has elapsed since the action should have completed instead of expired

Hi Leah Ju,

I think I m missing something. Sorry but I am using enhanced SLA so we have MS Flows(See below screenshots). There is no workflow in my case and also it's not generating any background workflow.

Could you please provide more details.

Thanks

Pradip
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RE: SLA Time Counter behaving differently in production -Showing-- Time that has elapsed since the action should have completed instead of expired

Hi Pradip,

The workflow status is import, it maybe the reason that expired not shown, and looking forward to your reply.

Regards,

Leah Ju

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Pradip Raj 327 on at

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RE: SLA Time Counter behaving differently in production -Showing-- Time that has elapsed since the action should have completed instead of expired

HI Leah Ju,

Thank you for your response.

As I mentioned above, the enhanced SLA logic working fine in Dev and UAT instance but not working as expected in production. When it comes to warn time then it will show "Nearing Expiry" message in yellow color. After the time remaining expires, the timer counter shows "Expired" message in red then it will not show any count.

The control that screenshot shown is time control, as the timer counts down, the color changes to yellow as the time remaining nears non-compliance - Not showing "Nearing Expiry" in production. If the time remaining expires, the timer shows the word Expired - Not showing in production. Then the timer color changes to red and the timer starts counting up to show the elapsed time since the task should have been completed - In production, when time remaining expires, the timer starts counting up to show the elapsed time since the task should have been completed.

I have also check the status values in Time Control, all the values are same. Actually it is not setting SLA KPI Instance value when it reached to warning and failure time, it is showing only "In progress" status for both the SLA KPIs.

I will check workflow if any related to SLA as per your information then let you know.

Thanks

Pradip
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RE: SLA Time Counter behaving differently in production -Showing-- Time that has elapsed since the action should have completed instead of expired

Hi Pradip,

The control that screenshot shown is time control, as the timer counts down, the color changes to yellow as the time remaining nears non-compliance. If the time remaining expires, the timer shows the word Expired. Then the timer color changes to red and the timer starts counting up to show the elapsed time since the task should have been completed.

From the screenshot, the color of the ‘resolve in’ is red, it means that it has expired and show time that after expiring.

You can refer following link:

https://docs.microsoft.com/en-us/dynamics365/customer-service/add-timer-forms-track-time-against-enhanced-sla

Also, I found similar thread, one answer may explain the problem.

it means that there is a workflow will created once timer control start running. Since the workflow failed before executing completely SLA timer keeps running for ever.

you can go settings > System jobs to check workflow to view which step meet error.

https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/234804/sla-timer-is-not-stopping-after-case-being-cancelled/642879

Through my test, it did it.

The time control add time when the workflow status is 'waiting'.

then i click it to refresh it, that status changed to the 'succeeded', the timer control show 'expired'.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.