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Forced SLA status update getting overriden by out-of-box status update in CRM

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Posted on by hamahesh Microsoft Employee

We have an issue regarding force update of SLA KPI status in Dynamics CRM.

For a given SLA KPI instance for a Change Request, if the timer breaches the Warning Time then via out-of-box configuration, the SLA KPI status changes to “Nearing non-compliance”.

After this, when we force change the status to “Cancelled” (based on some actions) via a custom plugin, then the SLA KPI status does get changed to “Cancelled” (as expected) for an ephemeral moment but again goes back to “Nearing non-compliance” when the page is refreshed.

So our conundrum is, why is the out-of-box status repeatedly overriding our status change and how can we preclude that.

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Fabio Branco Microsoft Employee on at

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Hello hamashesh,

Thank you for your question

I woud like to highlight 2 statments from the Microsoft documentation which migth offers some insigths to answer this behaviour:

When a record is created, the SLA is applied (either by default or through entitlement for the Case entity) and the related record field values are updated

Failure and warning actions run asynchronously, and might not be triggered exactly at the failure or warning time

In your example, the execution of your plugin seems to happen prior the execution of the SLA KPI instance job. This can be explained by the operation type of the SLA KPI instance.

This migth change from case to case. Nevertheless, the proccess progress should give you more information why the status of the SLA KPI instance changes from Cancelled to 'Near non-compliance' after the SdKMessageStep of your Plugin request is complete

Support Documentation:

docs.microsoft.com/.../define-service-level-agreements

https://docs.microsoft.com/pt-pt/archive/blogs/mvpawardprogram/insiders-guide-to-managing-service-level-agreements-with-dynamics-crm-2015

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