SLA Warning to repeat every 4 hours

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Posted on by britman

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Hi,

I have a requirement to create a simple SLA to warn every 4 hours with email notification until failure. I have created the SLA in the details section but I don't see an option to repeat. Is there a way to repeat this warning?

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Aileen Gusni 44,524 on at

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RE: SLA Warning to repeat every 4 hours

Hi hardik

You have to combine with other timeout or waiting condition workflow for this.

Sla is just reminder not repeating.

Thanks

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Neil Parkhurst 10,727 User Group Leader on at

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RE: SLA Warning to repeat every 4 hours

You will probably need to use a workflow with a wait state but if volumes are high you could end up with loads of emails and workflows waiting. Which might not be ideal. But would work.

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britman 590 on at

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RE: SLA Warning to repeat every 4 hours

Is it possible to use a workflow in conjunction with an SLA? Or would it be best to only use a workflow?

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britman 590 on at

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RE: SLA Warning to repeat every 4 hours

Thanks

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Rajkumar Rajaraman on at

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RE: SLA Warning to repeat every 4 hours

You could use workflow with wait state

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Aileen Gusni 44,524 on at

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RE: SLA Warning to repeat every 4 hours

Hi Hardik

I am not in front of the crm now but if you can find this timeout or waiting condition in the sla actions then you can combine it together

Otherwise I believe you need to crrate somthing as flag to trigger your workflow.

Hope this helps.

THanks

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Neil Parkhurst 10,727 User Group Leader on at

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RE: SLA Warning to repeat every 4 hours

You may need to give your workflow some thought! I have had to implement quite a complicated multiple stage SLA alerting system with workflow before. Takes a little time to think out exactly how you will want to structure your workflow. Some pointers ....

On the case create a field called next reminder date (or something like that). Then when the case is created, run a workflow on create of case that sets this date(time) field. Maybe to 4 hours after the case is created.

Then have a second workflow, triggered on change of next reminder date that waits until that date/time is reached. When reached IF the case is still open, send an email and also increment the next reminder date / time. (by another 4 hours)

That will trigger the workflow again and put it in a wait state and the loop goes on.

When I have done this before I have also kept a reminder counter on the case and incremented with each reminder. As you might want to limit the number of reminders and (or) trigger different emails after "n" reminders. For example: In the past I have sent the reminder t o the CEO after three reminders. I also had to code different wait times for each reminder event. (So this can get complicated!)

Now, when I have done this before it was with CRM2011, I haven't done it exactly as I have described with CRM2015. At some point Microsoft decided to start failing workflows if it suspected an endless loop. You might need to try this approach and tailor if you get that sort of problem. (But I know I got way with it before.)

FYI: Testing this sort of logic can be time consuming as you need to keep waiting for workflows to run to progress to next stage in the test!!

COMMENT: In a high volume call center having loads of email alerts like this wouldn't be the best approach. Dashboards / queues and some routing rules would work better. As you'd expect users to be looking at cases constantly. Having loads of emails flying around then wouldn't be good design. But if volumes are small and users not constantly looking for cases breaking SLA then this type of approach can work.

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britman 590 on at

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RE: SLA Warning to repeat every 4 hours

Thank you for the suggestions. This has helped me curate a better solution.

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