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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / SLA KPI status does no...
Customer experience | Sales, Customer Insights,...
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SLA KPI status does not turn to success when case is resolved

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Posted on by Community Member Microsoft Employee

Hi all, 

We're having difficulties with the SLA.

We have hundreds of resolved cases in which the ModifiedOn field's value is smaller than the SLA KPI's failture time field's value, but the SLA KPI status gets the value of NonComplient.

For example, in one case the ModifiedOn value is 12/1/2020, the SLA KPI's FailureOn is 13/1/2020.

but the SLA's status is still noncompliant.

What we've gathered so far is that the System Job that manages the SLA KPI's status is always "Cancelled" for some reason.

Does anybody have a clue what to do \ search for?

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Thanks in advance, Ofek

  • Suggested answer
    Paul_Owen Profile Picture
    Paul_Owen 2,027 on at
    RE: SLA KPI status does not turn to success when case is resolved

    You don't need the last 2 lines in your success criteria, you just need Case Status Equals Cancelled:Resolved. I assume you have a time value in the Failure and Warning sections, so if the case gets resolved before that time you will get a success.

    Regards

    Paul

  • Suggested answer
    Jean Joel Kakou Profile Picture
    Jean Joel Kakou on at
    RE: SLA KPI status does not turn to success when case is resolved

    Hello Ofek, 

    Thank you for sharing the issue on community.

    I have analyzed the issue and i believe this need to be investigated much more in depth for the scenario.

    Can you please create a service request on https://admin.powerplatform.microsoft.com and share with us the Details of the issue, Link for the community post and the organization URL where you have the issue.

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