Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Help with SLA fields w...
Microsoft Dynamics CRM (Archived)

Help with SLA fields when the case is resolved!

(0) ShareShare
ReportReport
Posted on by KJP838 212

So I am setting up First Response By and Resolve by SLAs for cases. Everything works fine until I resolve the case! Then all the fields for SLA get messed up:

Scenario 1: the first response is sent before the warning time, and the case is resolved before the warning time -

case-resolved-FR-and-RB-before-warning-time-reached.png

It should be:

First response In Timer: Succeeded

Warning Time:

Warning Time Reached: No

Failure Time:

Status: Succeeded

First Response SLA Status: Succeeded

Resolve In Timer: Succeeded

Warning Time:

Warning Time Reached: No

Failure Time:

Status: Succeeded

Resolve by SLA Status: Succeeded

 

Scenario 2:  the first response is sent and the case is resolved after the warnings but before either failed:

 case-resolved-FR-and-RB-after-warning-time-reached-but-not-failure-time.png

It should be:

First response In Timer: Succeeded

Warning Time:

Warning Time Reached: Yes

Failure Time:

Status: Succeeded

First Response SLA Status: Nearing Noncompliance

 

Resolve In Timer:

Warning Time:

Warning Time Reached: Yes

Failure Time:

Status: Nearing Noncompliance/Succeeded

Resolve by SLA Status: Nearing Noncompliance

 

Scenario 3: Both the first response is sent and the case is resolved after the failure time:

case-resolved-FR-and-RB-after-failure-time-reached.png

It should be:

First response In Timer: Expired

Warning Time:

Warning Time Reached: Yes

Failure Time:

Status: Noncompliant

First Response SLA Status: Noncompliant

 

Resolve In Timer: Expired

Warning Time:

Warning Time Reached: Yes

Failure Time:

Status: Noncompliant

Resolve by SLA Status: Noncompliant

 


Can someone please explain why this is happening?!? Here are my settings:

SLA-Test-1.pngFirst-Response-by-SLA.pngResolve-by-SLA.png

first-response-timer-control.pngresolve-by-timer-control.png

 

Any help would be greatly appreciated! I have been trying to figure this out for days!

 


 


*This post is locked for comments

  • Steve Le Monnier Profile Picture
    Steve Le Monnier 924 on at
    RE: Help with SLA fields when the case is resolved!

    We are having a similar problem (see https://community.dynamics.com/crm/f/117/t/288227)

    For us the ResolvedBySLAStatus isn't being updated when a case is resolved. We think the problem is the order of events. The case is resolved (becomes read-only) and then the SLA engine tries and fails to update the ResolvedBySLAStatus.

    Not had much luck finding a fix for this other than to spend time writing our own plug-In's to capture the resolved status change and ensure the ResolvedBySLAStatus is updated first. This is plan B which we hope won't be needed.

    Has anybody had a similar issue with a simple fix?

  • Suggested answer
    Muhammad Ainuddin Profile Picture
    Muhammad Ainuddin 106 on at
    RE: Help with SLA fields when the case is resolved!

    Hi, I think you should change to Priority. High, normal and low have diffrence times taken. 

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Help with SLA fields when the case is resolved!

    Hello, we have more or less the same issue but we do not find any solution.

  • Verified answer
    KJP838 Profile Picture
    KJP838 212 on at
    RE: Help with SLA fields when the case is resolved!

    I figured it out!

    It was because the first response Applicable When was for when Case Status = Active, so when it was resolved, the SLA was no longer applicable. After changing this to Case Created date Contains Data, all these issues went away!

  • KJP838 Profile Picture
    KJP838 212 on at
    RE: Help with SLA fields when the case is resolved!

    up

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

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

Top 10 leaders for November!

Congratulations to our November super stars!

Tips for Writing Effective Suggested Answers

Best practices for providing successful forum answers ✍️

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,280 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,214 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans