Enhanced SLA calculation

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Posted on by Ahmad Saud

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Dear all

What happens to enhanced SLA of a case if it gets cancelled and then reactivated after few hours/days? How the SLA is calculated in this scenario?

and does this affect (by any mean) the SLA KPI instance?

Thanks,

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Case Management

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Alex Fun Wei Jie 33,628 on at

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Hi,

If the applicable when under sla item is met, after you reactivated the case, it will continue to run.

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RaviKashyap 55,410 Moderator on at

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Hi Ahmad,

You could refer this article about SLA- I found it pretty detailed.

www.magnetismsolutions.com/.../create-a-service-level-agreement-for-cases-in-microsoft-dynamics-365

Hope this helps.

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Alex Fun Wei Jie 33,628 on at

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Hi Ravi,

Please edit the link. This link is not valid.

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Ahmad Saud 790 on at

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nothing is under "applicable when", i think i need to specify manually all types of cases i have and see.

thanks.

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Ahmad Saud 790 on at

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thanks, but from your experience what is the quick answer to my question?

for example : a case was created , then after 2 hours it is cancelled, it stayed cancelled for 3 days, then reactivated, after 6 hours from reactivation time is got resolved.

now the total SLA is :

2 hours + 6 hours = 8 hours or

2 hours + 3 days + 6 hours = 3 days 8 hours ?

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Alex Fun Wei Jie 33,628 on at

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Hi,

It depends. Example : I assumed you use Succeeded on - start date (case's created on date) , then it would be 3 days 8 hours.

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RaviKashyap 55,410 Moderator on at

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Hi Ahmad,

You need to define the SLA items. Below is the example of the SLA I currently have for one of my customer. This simply says that this SLA is applicable only for the case where origin is Portal, and then the success criteria is that the field "First Response Sent" equals Yes i.e. the SLA will be successful if the First Response Sent is set to Yes. The last part is the Failure Item which talks about how long the SLA should wait, in this example it is waiting for 4 hours and then sending an email notification.

Basically this SLA ensure that whenever a case is created from Portal, then the owner of the case should contact the customer within 4 hours and set the field "First Response Set" to Yes, If this doesn't hapen then an escalated mail is sent to the management.

Hope this helps.

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Ahmad Saud 790 on at

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no i am not using it, but i will check this option.

really appreciate your help.

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