web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / SLA notifications
Service | Customer Service, Contact Center, Fie...
Suggested Answer

SLA notifications

(0) ShareShare
ReportReport
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
I have the same question (0)
  • Suggested answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,373 Most Valuable Professional on at
      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... 2,373 Most Valuable Professional on at
      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.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 45 Super User 2025 Season 2

#2
Daniyal Khaleel Profile Picture

Daniyal Khaleel 27 Most Valuable Professional

#3
Soundari Profile Picture

Soundari 15

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans