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SLA Calculations

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Posted on by Stan Gifford

I have created a case (Email to Case).

My Default SLA is attached.

There are two KPI's on the SLA - Time to respond and Time to Resolve.

Case was created at 10:52 (on a Tuesday).

Looking at the SLA's the warning time (for respond) is 7:30Pm same day and Failure is 8:00pm (same day).

Note - my time zone is Sydney Australia.

Looking at the SLA, the SLA Item for Time to respond is warn after 30 mins, fail after 1 hour.

The KPI Time to respond has a KPI field of 1st Response by KPI and is measured from Created On

My calculations say that the warn time should be 30 minutes after created date - 11:22 and the fail time should be 11:52

I do have a Customer service schedule which is on my SLA KPI Items - work hours monday to friday are 8:00 - 5:00PM

I cannot work out why the system has calculated the SLA warn and fail times incorrectly?

Anyone?

Stan

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Community Member on at

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Hi Stan,

I was not able to recreate your "bug" in my CRM Online system. I created an SLA with a 30-minute response time and it did accurately set the target.

As you mentioned, you have set Customer service schedule, Have you select correct timezone in it?

Maybe it is one question about daylight saving time, you can refer following link:

https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-sla-issues#warn-and-fail-duration-times-are-incorrect-for-the-sla

Regards,

Leah Ju

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CRMJetty 3,512 on at

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Hello,

please refer this thread,

https://community.dynamics.com/365/customerservice/f/dynamics-365-for-customer-service-forum/289965/enhanced-sla-calculation/832428

https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/165562/sla-calculation/404566

I hope it helps,

Thanks.

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Stan Gifford 10 on at

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Thanks for the response but nothing there jumped out at me however......

I just deactivated the SLA and adjusted the KPI's to NOT use the business calender - and when I created a case it calculated everything correctly - so the problem seems to be in the business hours calender.

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Stan Gifford 10 on at

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FWIW -- after quite a while have been informed by Microsoft that there is a bug with the new experience.

To resolve the issue, create the work calender under the OLD experience, then you can create a SLA in the new experience and have the calculations be correct using the work calender!

I could not find any info about this issue so posting it here!

Stan

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