SLA Item Elapsed Time is Zero

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Posted on by danielst

Hello experts,

I have a question regarding the SLA.
I have set one up regarding our cases with the aim of getting them processed faster.

A case can have several statuses:

In Progress
Next Level Necessary
Waiting for Customer Reaction

My goal is to record the time a case is open. It should be taken into account that the time in which the case has the status 'Waiting for Customer Reaction' should not be counted. I have created an SLA KPI for this.

Furthermore, I have created an SLA with the corresponding SLA items.

The time is now counted in the cases through an adjustment of the form.

However, on closer inspection of the data, I unfortunately notice that the elapsed time of the SLA KPI Instance entity is always displayed as zero in the Dataverse environment.

However, since it is precisely this period that is of interest to me, I hope that someone can help me in this regard.
Many thanks in advance!

Kind regards,
Daniel

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RE: SLA Item Elapsed Time is Zero

Hi partner,

You may have misunderstood the meaning of this field, here is a description of this field.

Hope it helps.