Enhanced SLA Details Issue

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Posted on by Ashraf Abu-Abdou

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I have a weird problem with Enhanced SLA in Dynamics CRM 2016. In case management, I configured an enhanced SLA for any case to be opened by the user. Once the case is saved by the user, the case is automatically assigned to the "Customer Service" team and the enhanced SLA counter starts running. In "Research" stage, the "Customer Service" is requested to either approve or disapprove the case and there lies the problem: The enhanced SLA won't change to "Successful" if approved by the team unless the page is refreshed. From what I read, this was not an issue in previous versions. Is there any fix or workaround for this problem? Thanks in advance.

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