Service | Customer Service, Contact Center, Fie...

SLA updates on case creation from D365 for Outlook, how to prevent it?

(0) Share

Report

Posted on by clwmarsh

We have SLA working great except when internal team member uses email received from client to create case record from Dynamics 365 App for Outlook. How can we prevent SLA from updating to Succeeded until actual email response is made?

I have the same question (0)

All responses (8)

Answers (0)

Community Member on at

Like (0)

Report
Copy link

Link copied!

Hi clwmarsh,

Maybe you can change Success Conditions in related SLA items to achieve it.

Can you share some screenshots about sla item if possible?

Was this reply helpful? Yes No
clwmarsh 5 on at

Like (0)

Report
Copy link

Link copied!

Thank you for responding. It appears our setup is very generic.

What would you recommend adding?

Was this reply helpful? Yes No
Suggested answer

Bassey 9 on at

Like (0)

Report
Copy link

Link copied!

Hi,

Your first success condition states that when the Created On field contains data.

This means as soon as the case is created, the SLA condition should be succeeded. (As soon as a case is created, the Created On field is populated).

Please remove the first success condition highlighted in the image below.

Let me know if this helps.

Was this reply helpful? Yes No
clwmarsh 5 on at

Like (0)

Report
Copy link

Link copied!

Hello. After removing the condition, I then receive a nullable object must have a value. I removed all and added back in manually, same error. What could be causing this?

Was this reply helpful? Yes No
Bassey 9 on at

Like (0)

Report
Copy link

Link copied!

Hi,

Please did you deactivate the SLA before removing the condition?

Perhaps you could share a current screenshot.

Was this reply helpful? Yes No
clwmarsh 5 on at

Like (0)

Report
Copy link

Link copied!

The system requires deactivation of SLA to edit SLA items. I think with the Created On filter, it is carried over to the configuration Flow, where the trigger includes 'createdon' as a column filter.

Additional thoughts to consider. Really appreciate your input.

Was this reply helpful? Yes No
Bassey 9 on at

Like (0)

Report
Copy link

Link copied!

Oh, I think I have an idea why this message is displayed.

Perhaps the Created On date is still on the flow.

Please could you replicate this exact SLA but for a new record?

Add the Created On field as a success condition, save and activate the new SLA.

Then deactivate and remove the Created On field.

Please do not delete the existing SLA that has this error message displayed.

Was this reply helpful? Yes No
clwmarsh 5 on at

Like (1)

Report
Copy link

Link copied!

That was my next thought. I'll do so shortly. Thank you for your guidance.

Was this reply helpful? Yes No