SLA timer is not stopping after case being cancelled

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Posted on by Xavier Villafuerte

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Hi, we are working with a customer who is running CRM 2016 On Premise 8.0.0.1068. They are using enhanced SLAs which are not allowed to pause or restart. What they have found is SLA timer is not stopping after case being cancelled, specially when the SLA has expired prior to cancelling the case. We have configured the SLAs so the success criteria is related to either resolved or cancelled cases.

I would appreciate any ideas about this weird behavior. I read some information available in the Internet regarding similar problems but no solutions have been found or at least publicly posted.

Best regards,

Xavier Villafuerte

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sandeepstw 4,601 on at

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RE: SLA timer is not stopping after case being cancelled

HI,

Please check this article -

docs.microsoft.com/.../add-timer-control-case-form-track-time-against-sla

Try to use the status of the case in one of the SLA condition part then it would work.
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chakkay 594 on at

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RE: SLA timer is not stopping after case being cancelled

Hi Xavier,

I faced the similar issue and resolved it. The main culprit in our case is that there was an error in the SLA related background workflow and thus timer keeps on running. In the below attached screenshot you can see the SLA timer is still running to 137 days. The SLA failure criteria has already been met but still the timer keeps running.

Once a SLA timer starts running, a background workflow is automatically created by CRM. The workflow implements the similar logic which you have mentioned in the SLA (plz feel free to scrutinize more on this background workflow). You can navigate to background workflow by clicking the small dropdown near case and select Background processes.

If you see, the workflow status it is still waiting. The reason being in our SLA we have configured it in such a way that after warning condition is met send an email to one of the user record. While developing the SLA, that user record is active. After few days he left organization and thus the user record is no more available. So SLA related workflow tries to send an email to it but it obviously failed. As a result the workflow is not completely executed till the end and timer wont stop. For the timer to stop once SLA fails, the workflow has to execute completely without any error. Screenshot of the errored workflow is attached.

Since the workflow failed before executing completely SLA timer keeps running for ever. The only way to stop the timer is Deleting the record.

So i suggest you to take a look at your background workflow. I am 100% sure the workflow failed to execute completely. Try finding the reason why workflow is failing, fix that bug by editing your SLA and start creating new case records to see if new SLA was executing completely and halting the timer.
MyCRMBlog 150 on at

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RE: SLA timer is not stopping after case being cancelled

Hi,

Did anyone find solution how to set SLA to cancelled state when Case is Cancelled?
Xavier Villafuerte 350 on at

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RE: SLA timer is not stopping after case being cancelled

Hi Gopalan, thanks for your answer. Indeed, I did review that thread in a advance. As I mentioned in my original post, I already configured the SLAs considering the both Resolved and Cancelled as success criteria. However, the timer is still running after cancelling the case.
Gopalan Bhuvanesh 11,397 on at

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RE: SLA timer is not stopping after case being cancelled

Hi

Please refer this:

community.dynamics.com/.../169678