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Depreciation SLA KPI per 1st of October 2022.
I have a question, by October 1st 2022, the old SLA KPI will be depreciated. Through the migration program, the new KPI SLA has been created and will be assigned to customers.
But we have CASES which have been created with the old SLA KPI and those will be not be resolved prior to 1st of October 2022.
You can't replace the old Cases with the new SLA KPI set-up, to my knowledge.
Therefore the question what will happen with the cases who still using the current KPI, after the 1st of October?
My assumption is that those old cases still provide KPI values, data as long the old SLA remains active after 1st of October 2022.
Has anybody any practical experience with such migration.
Received some info, after I raised some question on the previous MS reply;
1: A case created under SLA (created with old set-up) will behave the same after 1st of October 2020. Suppose the case is now paused (due to status reason) and after 1st of October 2020, we change status reason status so that the clock will start (taken from pause status), it will just recalculate new SLA values, similar as it does now, prior to 1st of October 2020.
Correct?
If that is case than changing accounts from old SLA to New SLA set-up is not affected by the announcement 1st of October 2020..
However due to the MS support announcement 1st of April 2023, would be the ultimate deadline.
But that would be only true if my understanding mentioned at 1 is correct.
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Hello Marcel,
Thanks for your response. Your understanding is correct, Only the older records will continue with the old SLA
in case the SLA is reevaluated and recreate new slakpiinstance with new SLA.
Also, the deadline for the depreciation for the SLA migration has been moved to Apr 01 2023. So you can perform your migration prior Apr 2023.
Kindly let me know if you have any concern.
Thank you very much!
below the latest response.
Hope you are doing good!
I have got an update from the dev team on your below concern.
Here is the update from engineering team: The older records will continue with the old SLA till they reach they reach their terminal state that is failed or succeeded.
Only in case the SLA is reevaluated or the slakpiinstance is paused or resumed it will cancel the current slakpiinstance and recreate new slakpiinstance with new SLA considering the old paused and resume time.
Also, the depreciation date has been changed to Apr 01 2023
For reference: Deprecations in Dynamics 365 Customer Service | Microsoft Learn
Kindly let me know if you have any concern.
Hello,
Have you got any answer from MS support regarding this issue?
Thank you for the answer I'm in contact with MS to get the final answer.
Hi Partner,
As documentation said,Microsoft will continue to provide support and critical security updates for these features in the web client until end of life, October 01, 2022.
It means that you can still use it, but it will not have any updates and Microsoft will not provide support if an issue arises.
Or you can open one ticket for Microsoft if you want to get an exact reply.
https://admin.powerplatform.microsoft.com/support
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