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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / how to create multiple...
Microsoft Dynamics CRM (Archived)

how to create multiple SLA's for same case entity?

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Posted on by Community Member

Hello Experts,

I have a requirement that to trigger a sla depending on the priority of the case , If the priority is high then the SLA(Test SLA_High) which includes the following details should trigger on case entity

Applicable when : case-->priority-->equals-->High

Success Criteria : case-->status--->equals-->resolved

Warning Time : 5 min

Failure Time: 15 min

and if the priority is Low then the SLA(Test SLA_Low) which includes the following details should trigger on case entity

Applicable when : case-->priority-->equals-->Low

Success Criteria : case-->status--->equals-->resolved

Warning Time : 15 min

Failure Time: 30 min

But the issue here is, until i make any one of the sla as a default sla , none of the sla is triggering on the case entity.

Can you help me to achieve this requirement.

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  • Verified answer
    gdas Profile Picture
    gdas 50,091 Moderator on at

    Hi ,

    Create single SLA and in that create multiple SLA item depending on the priority. If you have multiple SLA then you have to associate SLA  with entitlement or  using business hour. If you have define only one business hour in that case you have to set   default SLA . This is by design.

    Are you facing any issue with single SLA with multiple SLA item?

    Check here for more details -

    docs.microsoft.com/.../define-service-level-agreements

    docs.microsoft.com/.../create-entitlement-define-support-terms-customer

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