SLA KPI Instance is not created for Case Entity

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Posted on by wdsos

Hi.

The SLA KPI Instance is not getting created when a new case is saved. Whether the case is created through create rule or manually. The SLA KPI Instance is still empty and no system job shows up for initializing the sla kpi instance.

What have I done so far?

I created the 2 Standard SLA KPI's First Response and Resolve By and activated both of them.
Than I created a default SLA with Items for every priority status (High, Normal, Low) for both sla kpi's. I activated the cloud flow for every sla item.
I activated the sla and set it as default.
In the settings I set the "Disable SLA" to No.

I followed several instructions from the Microsoft Doc site to other website posts. But still it does not work for me. I don't see any sla kpi instances and the sla timers are not working (of course).

I have checked everything more than once and I'm stuck.

I'm thankful for every help you can offer.

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Nya 29,060 on at

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Hi,

Would you please share some screenshots of your settings?

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wdsos 69 on at

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here are some screenshots from the SLA settings:

here you can see the sla with an sla item, which should trigger when the priority is normal (which is the priority default). To be safe I created for every priority (high, normal, low) an sla item, so it should be triggered.

I set all the SLA KPIs and the SLA on active as well as the SLA as default. It should be triggered.

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