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3 Dependent SLA Stages

Posted on by Microsoft Employee

Hello all, 

I'm trying to implement a 3 Dependent stages SLA, the first one is applicable when the status reason of the case is created and changes a a 2-option field "SLA1 New"  to "Yes" on failure.

The second SLA is applicable when "SLA1 New" is "Yes" and is changes an another 2-option field "SLA2 New" to "Yes" on failure. The third SLA is applicable when the "SLA2 New" is "Yes" and sets "SLA3 New" on failure.

The problem is that the first SLA starts and changes it's corresponding field correctly, then the second SLA starts but after it fails, it doesn't change its corresponding field "SLA2 New", therefore the third level doesn't start at all.

I tried changing the second level field "SLA2 New" manually and the third level started as intended and changed its field correctly, so the problem is that the second level is the only one that doesn't change its field on failure.

I also tried having only two levels and it worked correctly so the problem happens only with the 3-level stages.

Here is some screenshots.

1667.SLA.png

SLA Items: 

 pastedimage1660127522010v1.png

SLA item 1 : 

Applicable when: 

SLA-1-Applicable-when.png

Failure action: 

pastedimage1660127568006v2.jpeg

SLA item 2 : 

Applicable when: 

pastedimage1660127619419v3.png

Failure action : 

SLA-2-Failure-Action.png

SLA item 3 : 

Applicable when: 

pastedimage1660127673094v4.png

Failure Action :

 pastedimage1660127694623v5.png_2D00_640x480.png

Thanks in advance.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: 3 Dependent SLA Stages

    Hi Leah,

    Yes exactly.

    It works fine when there are two items only. But after adding the third one, SLA2 New field is not updated hence not triggering item 3.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: 3 Dependent SLA Stages

    Hi Moatassem,

    Based on description, o got following:

    If you removed SLA item3, the SLA2 New field can be updated automatically.

    If you added sla item3, the SLA2 New field can't be updated automatically, so sla item3 can't be triggered.

    Right?

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