How is the status (in progress,nearing non-compliance,Expired) of a SLA KPI instance decided ?

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Posted on by Prem27

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Hi all,

I wanted to know what are the rules or algorithm to decide the status of a SLA KPI instance. I know it got to do something with the Warning time and Failure time, but how exactly is the status decided?

Thanks in advance

Prem Prakash

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Jason M. Cosman 5,234 Moderator on at

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Hello Prem;

I'd start with reading the page on SLA and how to set them up. There's a fair bit of good content here: https://www.microsoft.com/en-us/dynamics/crm-customer-center/define-service-level-agreements-slas.aspx#bkmk_StdVsEnhancedSla .

For exactly what your asking about I think this answers it:

Note

The time for failure and warning is calculated after considering the business hours selected in the SLA record. If a business hours record (customer service schedule) isn't selected, the work hours are considered as 24 x 7.

Click Save and Close.

Important

The failure and warning actions run asynchronously and may not get triggered exactly at the failure or warning time.

If the failure or warning times are set to less than 1 hour, there can be a delay in the processing of failure or warning actions.

Make sure you author the SLAs in the best way suitable to your company's needs. For example, in the SLA Applicable When conditions, avoid using case fields that are updated too frequently because it may lead to frequent SLA computation and impact performance.

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Prem27 370 on at

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Hi Jason,

Thanks a lot for your reply. i was bogged down by the issue since morning.

I have set my warning time of first response KPI to be 3 minutes and failure time to be 5 minutes, and as you mentioned in your reply the timer color doesn't change and neither does the status change accordingly. You can see in the snapshot,the warning time has passed but neither does the status change nor does the color of the timer. Later the status does change but still the timer doesn't turn orange.

This is driving me crazy. Any solution!!!!

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Jason M. Cosman 5,234 Moderator on at

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Awh Prem;

It looks like it's a status piece; if you were to set the status to be Nearing noncompliance when you want warning it should switch to orange. Looks like Steve Foster has the answer here: nakedcrm.wordpress.com/.../how-do-i-make-the-sla-timers-change-colour

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Prem27 370 on at

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Thanks a lot jason for your help. Actually this problem got solved when i refreshed the page after the warning time reached and the color of the timer switched to orange.

Though your response gave me great deal of insight about the SLA and its Components.

Thnaks & Regards

Prem Prakash

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Jason M. Cosman 5,234 Moderator on at

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No problem at all Prem; glad you were able to get it working. Great job!

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