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Dynamics 365 Community / Forums / Customer Service forum / SLA Control and SLA ca...
Customer Service forum

SLA Control and SLA calculation in cancelled cases

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Posted on by Ahmad Saud 790

dear all

i have two questions:

1. can i configure the system to start SLA counting on assigning of the case, not creation of the case?

2. how system calculates the SLA for cancelled cases? does SLA get affected by cancellation ? does it keep counting or it stops? and is there anyway to configure this behavior ?

thanks,

Categories:
Activities
Setup and Upgrades
Enterprise Service Settings
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  • Suggested answer
    Dynamics365 Rocker Profile Picture
    Dynamics365 Rocker 7,755 on at
    RE: SLA Control and SLA calculation in cancelled cases

    SLA works on condition that you define in SLA details.

    Hence you can define condition like case assigned or Status change.

    BTW, Functionally there is no need of SLA on cancelled cases.

    You can take help from below link:

    www.magnetismsolutions.com/.../create-a-service-level-agreement-for-cases-in-microsoft-dynamics-365

  • Ahmad Saud Profile Picture
    Ahmad Saud 790 on at
    RE: SLA Control and SLA calculation in cancelled cases

    Thanks Rocker

    but in my case, cancelled cases are meant to be reactivated once the cancellation reason is fixed, so ultimately, it will be reactivated and then it is confusing to me how system calculates the SLA.

    secondly, can you please explain how i can configure SLA on ASSIGN or status change?

    thanks, 

  • Suggested answer
    Dynamics365 Rocker Profile Picture
    Dynamics365 Rocker 7,755 on at
    RE: SLA Control and SLA calculation in cancelled cases

    When you save SLA then SLA details + button enable.

    In SLA details , You can select condition in "Applicable When".

    You can get details in Magnetism blow that link I have shared before.

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