SLA Creation - no entities

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Posted on by Blndspt

Hey guys, does anyone know why when I try to create an SLA for the first time, the 'Primary Entity' value is empty, and the drop down is empty. Obviously, I'm expecting to choose Case. Do you have to enable Case somehow to be a valid entity for SLAs?

I've googled this up and down and can't find a solution.

Thanks.

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Hi Blndspt,

If you are creating SLA in the place that following screenshot shown (Service Level Agreement in ‘Service Management’ area):

You need create SLA KPIs before creating SLA, which is latest version of the update, then save and active it.

Also, you need check ‘Enable for SLA’.

Go Settings > Customization > Customize the system > Entities > Cases.

Then you can select entity that has created sla kpi in the SLA form.

You can refer following link to know details about how to create sla:

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

https://d365goddess.com/slas-in-the-unified-interface/

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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Blndspt 40 on at

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Thanks Leah that did it. Man that seems backwards, but I get it now.

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Hi Partner,

If your problem has been solved, please click Yes under "Did this answer your question?" to close this thread.

Thanks.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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Pablo Peralta 793 on at

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Besides, you must activate your SLA KPI after creating it.

Hope it helps.

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