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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / SLA notifications
Service | Customer Service, Contact Center, Fie...
Suggested answer

SLA notifications

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Posted on by JW-16051446-0
For some time now, notifications based on calculating the time between other Near Non Compliance and Is Non-compliant have been stopped.
In the SLA KPI instance table, the entries in the columns warningtime, terminalstatetime, computedwarningtime, computedfailuretime are correct; however, the entry in the status column does not change, and it is the one that triggers the sending of notifications.
Could the problem be related to the restriction of one of the M365 accounts?
Any ideas?
Janusz
Categories:
Dynamics 365 Customer Service
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  • Suggested answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,336 Most Valuable Professional on at
    SLA notifications
      SLA Timer Job Disabled:
    • Verify that the background SLA processing is enabled.
    • Go to System Settings > Service Management, and check if SLAs are set to be processed automatically.
      Missing or Restricted M365 Account Permissions:
    • If the SLA is triggered by a Power Automate flow or a service account, ensure that:
      • The account is active.
      • It has the required security role and permissions (on SLA KPI Instance, Case/Entity, etc.).
      • It is not blocked or disabled in Azure AD/M365.
      Custom Plugin or Flow Interruption:
    • If a plugin or Power Automate flow is involved in the SLA process, confirm it is still active and hasn’t been disabled or failed silently.
      System Job Failures:
    • Go to Settings > System Jobs, filter by SLA-related jobs, and check for failures or delays.
      Recent Updates or Customizations:
    • Any recent changes to SLA logic, workflows, or entity form customizations could block status updates.
  • Suggested answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,336 Most Valuable Professional on at
    SLA notifications
      SLA Timer Job Disabled:
    • Verify that the background SLA processing is enabled.
    • Go to System Settings > Service Management, and check if SLAs are set to be processed automatically.
      Missing or Restricted M365 Account Permissions:
    • If the SLA is triggered by a Power Automate flow or a service account, ensure that:
      • The account is active.
      • It has the required security role and permissions (on SLA KPI Instance, Case/Entity, etc.).
      • It is not blocked or disabled in Azure AD/M365.
      Custom Plugin or Flow Interruption:
    • If a plugin or Power Automate flow is involved in the SLA process, confirm it is still active and hasn’t been disabled or failed silently.
      System Job Failures:
    • Go to Settings > System Jobs, filter by SLA-related jobs, and check for failures or delays.
      Recent Updates or Customizations:
    • Any recent changes to SLA logic, workflows, or entity form customizations could block status updates.

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