SLA Setup

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Posted on by Shield

Hi,

I'm having some issues with setting up SLA's for our service desk. We want to create different resolution SLA's for different priority cases. E.g Priority 1 case to send a warning email to the helpdesk member after 2 business hours, and the manager after 3 hours when the SLA is breached. We have set the SLA as default as there are no entitlements applicable to our customers.

When a new case is saved it sets the resolved by time and date correctly, but it does not automatically update the resolved by SLA status. Is this a field that you must set on to update on failure of SLA or nearing non-compliance on the SLA form? If a case is resolved within its SLA, how is the resolved by status set to succeeded?

Thanks

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Aileen Gusni 44,524 on at

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Hi David,

Have seen this post?

community.dynamics.com/.../dynamics-crm-2013-part-iii-service-management-sla-39-s.aspx

Thanks.

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Shield on at

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Hi,

Thanks for the reply!

Yes, I follow this to the letter, but the "Resolved By" field sets correctly, and "Resolve By SLA Status" is set to "In Progress" and my timer starts off fine.

If the case is resolved the "Resolve By SLA Status" is still set to "In Progress" and not to "Succeeded" and my timer continues.

If the SLA has the warning trigger fired on the workflow, should the "Resolve By SLA Status" be automatically set set to "Nearing Noncompliance"?

Or if the SLA is failed should the "Resolve By SLA Status" be set automatically set to "Noncompliant"

Cheers!

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vincb 45 on at

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I'm having exactly the same issue.

Have you been able to find a solution ?

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Shield on at

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No, not yet, its been driving me crazy! If you find anything please let me know!

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Jose R 81 on at

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Hi guys,

I'm having the same issue. I was hoping that the "...SLA Status" fields were automatically updated. Is this something that we need to update from a custom workflow or something?

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Community Member on at

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Hey,

I had the same issue awhile back and tore whatever pieces that was left of my hair for quite awhile Before I found the answer. It's more simple and slightly more dumb than you would expect. Grab a coffee and sit down.

So the problem is that the Resolve by field is ONLY populated when you use a standard SLA. Since there more or less is no reason to not use Enhanced SLA (at least if you want to be able to pause, as I wanted to).

When you create and enhanced SLA the dates and Clock for the failure/sucess appears under "Enahnced SLA details" way, way down on each case; Annoying, right?

Anyway there is an easy solution to remedy the whole thing. You don't have to be a CRM pro to fix this but it's definately "at your own risk". It's all editing within standards but if you are not familiar with the configuration editor it may seem scary. I'm no pro myself so if anyone sees any errors in this method, please let us know.

Fire up CRM and goto "Settings"

Choose "Solutions"

Select the appropriate solution (in our case we have a custom one)

Drill down into "Entities/case/Forms"

Open up your "Case" form

Select an appropriate space (I chose to create it within the SLA frame)

Select "Insert" in the top tab

Click "Quick view form"

Populate it as follows
Name : (whatever you want that is unique, I Went for "CaseSLAKPIMain")
Label : (I chose "Resolve by", whatever makes sense for you)
In "Data Source" you define the lookup with
* Resolve by KPI
* SLA KPI Instance
* Resolve by SLA

Click ok; save; Publish and you should be good to go.

Please note that this is performed on CRM OnLine (not yet updated to SP1) and might look slightly different depending on version. This will show you/your users how much time is left Before SLA failure. If you want to view by which date it expires, edit accordingly or add that as well.

Hope this helps, the help and online sources are according to me Not very clear about the caveat that the Resolve by field isn't updated. After understanding the problem I see that several places Do actually Point this out but they do it in a way that at least I didn't understand until I figured it out.

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