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Answered

how can I stop SLA when the case cancelled ???

Posted on by Microsoft Employee

Acuallay I create SLA for my organization but I do not know how can I stop SLA time when I cancelled case .

I mean I want to cancel every thing in SLA when I cancel case .

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  • LorencKoka Profile Picture
    LorencKoka 31 on at
    RE: how can I stop SLA when the case cancelled ???

    Adding the "Cancelled" case status as SLA KPI success criteria will for sure stop the KPI item running but the KPI will have "Succeeded" status, and this is not acceptable for organizations that report on Succeed and Failed SLAs. We had to deliver on this common business requirement by developing custom functionality triggered on Case Cancellation action.

    I submitted an idea for this to be added as an OOB functionality. experience.dynamics.com/.../

  • Suggested answer
    chakkay Profile Picture
    chakkay 594 on at
    RE: how can I stop SLA when the case cancelled ???

    Hi,

    I faced the similar issue before of case getting into cancelled status instead of success or failure status. I did manage to debug this issue.

    While configuring SLA, you might have mentioned few conditions unser "Applicable when" section. Only if all the conditions under this section are met SLA will start ticking timer down. And if success condition is met within time status is Succeeded or else status is Failed.

    After SLA is failed, if you again try to edit the fields mentioned under "Applicable When" section, the SLA status moved to cancelled. And for the 2nd time if you again meet the applicable When sections criteria in near future, your SLA will re-trigger and start running again.

  • MyCRMBlog Profile Picture
    MyCRMBlog 150 on at
    RE: how can I stop SLA when the case cancelled ???

    Hi,

    Did anyone find solution how to set SLA to cancelled state when Case is Cancelled?

  • Sumedha Obeysekera Profile Picture
    Sumedha Obeysekera 305 on at
    RE: how can I stop SLA when the case cancelled ???

    Yep, interested in understanding how to get Cancel status in timer from Case.

  • Ashutosh Pandey Profile Picture
    Ashutosh Pandey 40 on at
    RE: how can I stop SLA when the case cancelled ???

    Hi,

    But to add this condition in sla success criteria 

    the timer will stop no doubt but it is showing as succeeded not as canceled?

    can someone help?

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: how can I stop SLA when the case cancelled ???

    is working ... .

    really appreciated Abrishek &  Guys

  • Verified answer
    Abhishek Gupta Profile Picture
    Abhishek Gupta 2,001 on at
    RE: how can I stop SLA when the case cancelled ???

    Hi Narges,

    Instead of new condition just add canceled into same condition where you have specified status equals resolved.

    Thanks

  • Rajkumar Rajaraman Profile Picture
    Rajkumar Rajaraman 18,108 on at
    RE: how can I stop SLA when the case cancelled ???

    As Aileen pointed correctly,

    Success criteria add Status = resolved and canceled

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: how can I stop SLA when the case cancelled ???

    hello Abhishek


    I done it But not working . :(   (look Screen Shot )

    8540.2.PNG

    8540.2.PNG

  • Verified answer
    Aileen Gusni Profile Picture
    Aileen Gusni 44,520 on at
    RE: how can I stop SLA when the case cancelled ???

    Narges,

    You want to put the Canceled as success one right?

    In the success criteria, you add status = resolved and canceled.

    See whether it works.

    Thanks

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