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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / SLA error
Service | Customer Service, Contact Center, Fie...
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SLA error

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Posted on by William J392 17
Hi, 
 
I would like help with this question. When I try to resolve a case in dynamics I get this error message in the plugin trace log: 
 
System.ServiceModel.FaultException`1[Microsoft.Xrm.Sdk.OrganizationServiceFault]: Exception occured in SLAInstance management custom action : System.NullReferenceException: Object reference not set to an instance of an object.
at Microsoft.Dynamics.SLAManagement.Plugins.SLAInstanceService.GetSLAInstance(String regardingId, Guid slaItemId)
at Microsoft.Dynamics.SLAManagement.Plugins.SLAInstanceService.UpdateSLAKPIInstance(String regardingId, String entityName, Entity entityRecord, Boolean isSlaInstanceCreatedorUpdated, ServiceLevelAgreementKPI slaKpi, List`1 slaItemsFilteredWithKpi, Int32 forceEvaluation)
at Microsoft.Dynamics.SLAManagement.Plugins.SLAInstanceService.ManageSlaInstancesForTargetRecord(String regardingId, String newSlaId, String entityName, Int32 forceEvaluation) (Fault Detail is equal to Exception details:
ErrorCode: 0x80040265
Message: Exception occured in SLAInstance management custom action : System.NullReferenceException: Object reference not set to an instance of an object.
at Microsoft.Dynamics.SLAManagement.Plugins.SLAInstanceService.GetSLAInstance(String regardingId, Guid slaItemId)
at Microsoft.Dynamics.SLAManagement.Plugins.SLAInstanceService.UpdateSLAKPIInstance(String regardingId, String entityName, Entity entityRecord, Boolean isSlaInstanceCreatedorUpdated, ServiceLevelAgreementKPI slaKpi, List`1 slaItemsFilteredWithKpi, Int32 forceEvaluation)
at Microsoft.Dynamics.SLAManagement.Plugins.SLAInstanceService.ManageSlaInstancesForTargetRecord(String regardingId, String newSlaId, String entityName, Int32 forceEvaluation)
TimeStamp: 2023-07-03T15:04:32.0000000Z
OriginalException: SdkClientError
ExceptionSource: SdkClientError
--
).
 
Have anyone encountered this before? I have noticed that it is only possible to close cases if the SLA has not been set on a case. 
 
All tips are highly appreciated. Thanks! 
I have the same question (0)
  • Community member Profile Picture
    Community member 4 on at
    I know this thread is from a while back, but I thought I'd still drop a line to help you out. Dealing with social media icons in marketing emails can be tricky, especially when they don't look right in the mobile preview.
  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Hi Partner,
    You can try to deactivate and re-activate all flows associated to SLA Item.
  • Community member Profile Picture
    Community member 4 on at
     
     
     
    I know this thread is from a while back, but I thought I'd still
    drop a line to help you out. Dealing with social media icons in
    marketing emails can be tricky, especially when they don't look right in
    the mobile preview.

    To fix this issue, it's essential to ensure your email is designed responsively. This means it adjusts and looks great on different screen sizes, including mobile devices. Check the HTML and CSS coding of the icons to ensure they are properly aligned and sized for mobile view.
    If you're looking for more guidance on creating effective CBD email marketing campaigns, you should definitely check out https://www.clientverge.com/cbd-email-marketing-campaign/. They provide valuable insights and tips that can take your marketing efforts to the next level!
  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Hi Partner，
    You mentioned that the error occurs when you try to resolve the case.
    When a case is resolved, its status will be changed and a case resolution record will be created.
    You should check and make the owner of the SLA a more privileged user with sufficient write/read/create access permissions to the case and case resolution entity.

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