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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Why is my SLA Lookup f...
Microsoft Dynamics CRM (Archived)

Why is my SLA Lookup field on Case form not getting populated (or rather is always blank)?

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Posted on by chakkay 594

Hello CRM World,

I am bit frustrated why the in-built CRM functionality is not working. We have SLA lookup field by default on case entity correct? Every time a case is created, based on conditions one of the SLA will run and necessary SLA KPI instance will trigger and a timer will be display on my case form. I dont understand the reason why the SLA lookup field on case is not populating (or rather is always blank) even though a SLA is triggered and timer is displayed on form.

My business asked me to include the SLA field on a view. When i include it, my view always shows empty or blank info.? 

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  • M3gan Profile Picture
    M3gan on at

    I have the same issue. Have you managed to sort this out? if i can sort it out i will let you know what my findings were.

  • Verified answer
    chakkay Profile Picture
    chakkay 594 on at

    Yes I was able to find a work around for this issue.

    For some reason the out of box SLA field was not working. So i created a lookup on case form to point to SLA KPI Instance entity. I wrote an out of box workflow which will trigger on create of a new SLA KPI Instance record and since this record has a lookup to case record (which is its parent) i have updated respective lookup field on case record with the sla kpi instance name.

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