Dynamics Community Forum Thread Details

SLA -

Hello,

I configured SLA for Lead entity following MS documentation:
https://learn.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements?tabs=customerserviceadmincenter

After configuration, when attempting to insert record into Leads which is linked to SLA, im getting the following error :

/You can only apply active service level agreements (SLAs) to cases/

The error text is not informative enough as the linked SLA record is in status non-active(1) and Leads is enabled to work with SLA as well, so what am i missing here ?

Hi,

Based on the information you provided and in conjunction with the official documentation, we conducted the following tests.
1. Enable SLA for /Lead/ entities

2. Create SLA and link to it

However, based on the test results, we are unable to reproduce your error.

According to the official documentation, the error message you are seeing may be due to the fact that standard SLAs can only be applied to case entities. If you are trying to apply the SLA to a "Lead" entity, you will need to create an enhanced SLA.

Please refer to the official documentation at the following link
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-entities-service-level-agreements

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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