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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case automatic Creatio...
Microsoft Dynamics CRM (Archived)

Case automatic Creation failed due to the activation of the SLA

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Posted on by Don foufione 270

Hello,

We have an issue on the automatic case creation after activating the SLA, our feature time line is as below, after an email is arrived, the case should be created by a workflow. after we activate the SAL, it happens that sometimes that the workflow failed with the following error :

Plugin Trace:

[Microsoft.Xrm.Sdk.Workflow: Microsoft.Xrm.Sdk.Workflow.Activities.CreateEntity]
[CreateStep6]

	[Microsoft.Crm.Service.ObjectModel: Microsoft.Crm.Service.ObjectModel.CasePostCreatePlugin]
	[ffde44b1-a685-4948-85b8-e4091bc2a98b: CasePostCreatePlugin]
	Sync workflow 'SLA Case' terminated with error 'An unexpected error occurred.'
	
		
		[Microsoft.Crm.ObjectModel: Microsoft.Crm.Extensibility.InternalOperationPlugin]
		[46f6cf4c-14ae-4f1e-98a1-eae99a37e95c: ExecuteWorkflowWithInputArguments]
		Sync workflow 'SLA Case' terminated with error 'An unexpected error occurred.' Error Message: Unhandled Exception: Microsoft.Xrm.Sdk.InvalidPluginExecutionException: An unexpected error occurred.

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  • Verified answer
    Don foufione Profile Picture
    Don foufione 270 on at
    RE: Case automatic Creation failed due to the activation of the SLA

    Hello Johnston,

    Thanks for reminding me to update this subject. After we upgrade from 8.1 to 8.8 we start getting a new error, more clear not a generic error like before, see the error details below:

    Sync workflow 'SLA Case' terminated with error 'timeTrackingCacheLoader'

    After investigating on the problem on the community, I found that the problem is related to time zone. You need to check the regional setting of 
    the user who run the crm app pool should be set on the US time Zone.
    But this wasn't enough for us, also we changed the time zone of the SLA business hours to US central.
    Now we are using this solution for 10 days so far without getting any error.

    An important Community thread with the same subject:

    https://community.dynamics.com/crm/f/117/t/129027

    MSDN blog solution:

    http://blogs.msdn.com/b/emeadcrmsupport/archive/2014/06/25/dynamics-crm-2013-and-date-time-not-rendered-as-expected-for-notes-related-to-case-records.aspx
  • gordonj Profile Picture
    gordonj 255 on at
    RE: Case automatic Creation failed due to the activation of the SLA

    Did you ever get a solution to this.

    I have On Premise 2016 instance and am seeing this error intermittently from a number of workflows which are attempting to create a Case.

    There really isn't any useful information to go on.

  • Don foufione Profile Picture
    Don foufione 270 on at
    RE: Case automatic Creation failed due to the activation of the SLA

    The workflow that I am talking about is the one setted on the queeue that receive the email, There is nothing special there, only setting the fields with some values.

  • Alex Fun Wei Jie Profile Picture
    Alex Fun Wei Jie 33,626 on at
    RE: Case automatic Creation failed due to the activation of the SLA

    hi,

    Please also share the workflow setting. 

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