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SLA on Opportunity

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Posted on by A Wennerwik

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Hi,

I have created an SLA for Opportunities that starts ok but cancels when the success criteria is met.

Warning Time: 3 hours
Failure Time: 4 hours

Applicable when
Opportunity Type (custom choice field) = "Partner"
Opportunity Application Status (custom Whole Number field) = 1

Success Conditions
Opportunity Application Status (custom Whole Number field) = 2

This will start the SLA Timer and show it being in Progress.
The Opportunity then gets updated with a Power Automate Flow that sets the Opportunity Application Status = 2

This for some reason cancels the SLA. I can't see a reason for this and most, if not all documentation and examples will only show SLAs on Cases.

What am I missing? Surely there's got to be a way of getting something this simple to work?

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RodRodriguez on at

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Howdy!

Here is a document on working with SLAs and setting up the conditions:

docs.microsoft.com/.../add-timer-control-case-form-track-time-against-sla

If you look at the picture just before set 8, can you share a similar picture of what your SLA looks like? I assume it will have the "Opportunity Application Status" there under the success condition, please make sure that you don't have the "2" value set for any of the other conditions as well

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Community Member on at

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Hi Wennerwik,

The reason was that you used the 'Opportunity Application Status' field in 'Applicable when' and 'Success Criteria' at the same time.

When you define the "Applicable when" and "Success condition" on the same attribute, such as "case status", one of the criteria might not be met, and the SLA KPI instance status will be canceled.

In such scenarios, we recommend that you don't define the "Applicable when" and "Success condition" on the same attribute.

Maybe you can create flag fields for every change in the Opportunity Application Status and use them for the SLA items.

The link below will help you to find out more details:

https://docs.microsoft.com/en-us/dynamics365/customer-service/troubleshoot-sla-issues#sla-kpi-instance-status-shows-as-canceled

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Arslan001 60 on at

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A Wennerwik

Hello and good day.

Sorry to revisit an old thread but presumably you may have direct experience on a topic where there isn't much research. I am working on implementing something similar to the scenario you have described for your business use case. I am uncertain on how to technically implement the SLAs.

For example, I have a business rule to apply the first SLA which tracks the first response of a CSR. The second SLA is the time it takes to submit a quote on the opportunity. So current design is to update the SLA lookup with a business rule or power automate flow when the first response SLA is of the status of succeeded or failure. Not sure if overriding the SLA lookup field will have any impact?

Thank you and my best regards,

Arslan Arif

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