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Dynamics 365 Community / Forums / Customer Service forum / Difference between &qu...
Customer Service forum

Difference between "Resolve by SLA status" field in case entity and status field on SLA KPI instance entity?

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Posted on by nkhemji 8

Difference between "Resolve by SLA status" field in case entity and status field on SLA KPI instance entity? 

They are not matching for some cases

Categories:
Entitlements / Service Level Agreements (SLA)
  • Suggested answer
    LuHao Profile Picture
    LuHao 40,892 on at

    Hi nmk,

    SLA and SLA KPI Instance are two different entities.

    8156.3.PNG

    So the status field of the SLA entity and the status field of the SLA KPI Instance entity are exactly two different fields, there is no association between them.

    • This is the description and options of the status field of the SLA entity:

    "Shows whether the Service Level Agreement (SLA) is active or inactive."

    8156.3.PNG

    Please refer to: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/entities/sla#BKMK_StateCode

    • This is the description and options of the status field of the SLA KPI Instance entity:

    "Reason for the status of the service level agreement (SLA) key performance indicator (KPI) instance. For example, the SLA KPI could be Noncompliant or Succeeded."

    8156.2.PNG

    Please refer to: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/entities/slakpiinstance#BKMK_Status

  • nkhemji Profile Picture
    nkhemji 8 on at

    Thanks for your reply but I was referring to "resolve by status" field at case level.

  • Suggested answer
    LuHao Profile Picture
    LuHao 40,892 on at

    Hi nmk,

    Sorry, I misunderstood your needs.

    In the Dynamics 365, there are two type of SLA: standard SLA and enhanced SLA. The biggest difference between them is the following two:

    1. Standard SLAs can only be created for the Case entity. 
    2. Only enhanced SLAs support pause and resume.

    This is the options of the Resolve by SLA status field of the Case entity:

    5367.1.PNG

    This is the options of the Status field of the SLA KPI Instance entity:

    5367.1.PNG

    We can see that only the Status field of the SLA KPI Instance entity has the Pauses option. So the difference is:

    • Resolve by SLA status field of the Case entity can only be used for standard SLA.
    • Status field of the SLA KPI Instance entity can be used for both standard and enhanced SLA.

    For Standard vs. Enhanced SLAs, you could refer to this article:

    [View:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements:320:50]

  • nkhemji Profile Picture
    nkhemji 8 on at

    Thanks. This is a great insight.

    So that means if I am using only enhanced SLA then both field should ideally have the same values for a case record. However, I found that they are different in many cases and that's what is troubling me as we are showing "resolve by status" field on the case form to show SLA status.

    Thanks for your help.

  • HR-30090659-0 Profile Picture
    HR-30090659-0 5 on at
    Hi everyone
    Does anyone have a solution or explanation for this phenomenon?
    That the resolvebyslastatus field in the incident entity is not updated according to the SLA?
    I use the onprem version 9.1
    thanks

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