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Hi All,
We have implemented the new Modernized Case Grid Views but I have noticed that if the First Response SLA fails and goes to Noncompliant the Next SLA column does not update in the View to the Next SLA (Resolve By as a basic example) However, if the First Response SLA is successful the Next SLA column will update showing the SLA progress (Please see examples below) Is anyone else seeing this and is it a bug or by design?
Hi Adams.
Want to keep this thread live to see if I can learn about the intent behind the Next SLA field. I see it as a managed field on Cases but not sure how it is supposed to be used or how the next SLA is supposed to be defined?
Also wondering if there are native or supported workflows that automatically update either the sla or next sla field?
Best Regards,
Arslan
Thanks for the links Naveen but they are not related to the same issue, the SLA's themselves work fine, its just the Next SLA field that is not updating after an SLA reaches Noncompliant.
Hi Adam,
You are right. This is not the expected behavior. Please take a look at these threads. It might be helpful:
community.dynamics.com/.../help-with-sla-fields-when-the-case-is-resolved
community.dynamics.com/.../first-response-enhanced-sla-and-case-resolve-enhanced-sla-dependency
Thanks Naveen that's my next step but I was keen to know if anyone else has this issue too or could explain why it works this way as Im sure it is not correct.
Hi Adam,
This is a very weird issue. I would suggest you to open a MS ticket for this.
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