Change SLA when changing Priority of Case

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Posted on by Graham Darby

Hello,

We have created 3 enhanced SLAs (High, Default, and Low) which we wish to have apply based on the priority of a case. By default the Default SLA is applied.

However, when we changed the priority of a case to High or Low the associated SLA does not apply. Through the documentation I read it looks like this should be updated via a workflow so I attempted to create on to accomplish this (using the old form of workflows not using Microsoft Flow).

I have it set to run when the Priority of the case is updated. It essentially checks what the priority level is set to and then changes the SLA level to the appropriate level. However this does not seem to be happening.
I can see in the case when I change the priority the details under Enhanced SLA tab cancels things like First Response KPI and changes the Resolve In timer however the SLA level stays the default

I would really appreciate some feedback on what I am doing wrong here.

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dian74 2,477 Most Valuable Professional on at

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Can you send a screenshot of the field on the case you're updating with the SLA?

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Graham Darby 10 on at

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Hopefully this makes sense but I am hoping to change the SLA field (where it has CASE SLA applied) based on what Priority I set the case to.

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dian74 2,477 Most Valuable Professional on at

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Yes it does, what is the system name of the field you're trying to update with your workflow?

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Graham Darby 10 on at

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SLAid

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Mahone 64 on at

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What I do is create one SLA and alter when it is applied in the SLA details section. For example, create criteria for each priority level.

and then set it as the default. It will update when you change the priority level of your case automatically. There is no need to use a workflow to change it. The one SLA can take care of all three situations.

Hope this helps.

Mahone

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Graham Darby 10 on at

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Thank you Mahone!

That is so much more simple that using a workflow. I will have to give it a try and report back.

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Graham Darby 10 on at

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Yep! That worked like a charm. Thank you!

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