We have a On Prem Version 1612 (8.2.1.176)
When I created a new vanilla instance of CRM
Created an SLA , SLA Items
Set it to Activate , set as default
Created a case
The SLA KPI Instances are created
and the timers will show on the Case form
However I have a current active instance of CRM
after doing the same as for the new instance
The SLA KPI Instances were not created
When I check the Database
the SLAInvokedId field is populated
but no SLA KPI Instances
I thought maybe it is some plugins or workflow blocking
so deactivated all plugins and workflows for incident entity
No Joy
Made sure System settings -> service
is the same as the vanilla instance
Still nothing.
I looked through some of the post but none seems to fit
How do I begin to trouble shoot this ?
