SLA first response is successful but when it changes to resolve by it is set to cancelled

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Posted on by Christian K

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Hi all,

I am facing a question which I could not find a solution for.

I am using Cases in the customer service app.

We have two SLAs:

1. first response to a new case in 5 hrs

2. resolve a new case in 24 hrs

I have set everything up and the timers run correctly independently. Now I am facing two questions:

Is it possible to have both SLA timers to run and show at the same time as both apply once a case is created? the second issue is that I set my first response to successfull and then apply the second SLA then the first response is set to /cancelled/.

Can I customize this timer? I know I can create timers using the deprecated fields but I do not want to do this.

As I want to evaluate and report all the cases where agents could not stay within the SLAs this creates a huge problem.

Any insights are welcome and thank in advance...

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Christian K 144 on at

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I found this NOTE! in the Microsoft documentation but that is not really helpful

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Leah Ju Microsoft Employee on at

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Hi Partner,

As the documentation you found says:

Only one SLA can be applied to a record. When an entity record is updated by using a different SLA, the previously applied SLA is canceled.

However, One SLA can have multiple SLA items, and each item related to different SLA KPIs:

--In fact, the SLA itself is more of a container, the actual rules are configured in the SLA Items.

Refer to My example:

1.Two SLA KPIs：

2.SLA with two items:

3.Item details:

1)

Now, you only need to apply this one SLA, but you can have multiple SLA timers.

Result：

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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Christian K 144 on at

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THANK YOU!! you are the best! I never thought about it this way but that definitely solves it and is exactly what I need!!!

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