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Case Resolve SLA - Not able to update "Resolved By SLA Status" field on Success. [Urgent]

Posted on by 130

Hello Experts,

We have a very simply Service Level Agreement (SLA) business map in operation for case management.

  • In our success Criteria rule for Resolve By we have the criteria [Case Status Equals Cancelled;Resolved]
  • The success action for this is to update the case and set the "Resolved By SLA Status" = succeeded

However, this never works. When we resolve a case and go back into the record, the case is now read-only but the "Resolved by SLA status" still says "In Progress".

When I look at the background processes associated with this record I can find the workflow map, but it remains in a waiting state. When you drill into that map you can see the key steps in the process have errored. The error is always in the same place... its the update case action that is trying to change the "Resolved By SLA Status" value.

At the top of the screen is the error "This case have already been resolved. Close and reopen the case record to see the updates".

It looks to me like the case is being resolved, marked as read-only, and then tries to change the value of the "Resolve by SLA status" which obviously isn't going to work. 

Has anybody else seen this issue? Is it an error in the SLA Engine that needs reporting to Microsoft or is there something I've done wrong during implementation.

  • JVicente Profile Picture
    JVicente 10 on at
    RE: Case Resolve SLA - Not able to update "Resolved By SLA Status" field on Success. [Urgent]

    Hi Anshuman,

    Are you using 'Enhanced SLAs'? Because if so, you should not need to create additional workflows or actions occur in order for the status of the SLA to update. Once the criteria is met, the status should update automatically via the out of the box 'SLA Actions' flow. For example:

    pastedimage1659435740218v1.png

  • Dilli Babu Profile Picture
    Dilli Babu 20 on at
    RE: Case Resolve SLA - Not able to update "Resolved By SLA Status" field on Success. [Urgent]

    https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-sla-issues

    SLATroubleshoot.png

  • Fabio Branco Profile Picture
    Fabio Branco on at
    RE: Case Resolve SLA - Not able to update "Resolved By SLA Status" field on Success. [Urgent]

    Hi Anshuman,

    Thank you for you question

    Your analogy is correct. In this example the case is being resolved and marked as read-only by the moment the system job attempts to complete the Update Request

    The SLA should be applied when the values of the fields are updated. Please see more information regards 'How is an SLA applied?' in the Define service-leval agreements (SLAa) documentation: docs.microsoft.com/.../define-service-level-agreements

    Following your example, this means that your Resolved By KPI instance job will resume after the StatusCode value changes to Cancelled or Resolved

    The application will put the incident record in read-only mode, once the the StatusCode value equals to Cancelled or Resolved state.

    The system job fails to complete the Update request because the Incident record is Already in Read-Only mode by the moment the the job resumes its execution.

    You should be able to overcome this situation by considering another value for your Success action, or Success criteria

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