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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / SLA First Response Sen...
Microsoft Dynamics CRM (Archived)

SLA First Response Sent=NO Action: Send Queue

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Posted on by Community Member Microsoft Employee

Hi,

I use Microsoft Dynamics trial version for training.

I have a problem with enhanced SLA.

I want to send an apologieze email to customer and send the case to a queue when first response doesn't sent in 2 minutes.

I setup this KPI's. System send mail successfully but the case has no queue. How can i do that?

Thanks.

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  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: SLA First Response Sent=NO Action: Send Queue

    many thanks, that's worked.

  • Verified answer
    Siraj M Profile Picture
    Siraj M on at
    RE: SLA First Response Sent=NO Action: Send Queue

    Create a QueueItem in Failure Actions section in SLA Item definition.

    sla4.JPG

    Set the Queue field in Queue Item entity to the queue you want the case to be assigned to

    and Queue Item field to the case you are working on

    sla4.JPG

    Regards,

    Siraj

  • Suggested answer
    PS Profile Picture
    PS 23,577 on at
    RE: SLA First Response Sent=NO Action: Send Queue

    I dont know how you want to achieve it in SLA, this should be part of auto record creation of service management.

    Anyway:

    Check my screenshots, they might help:

    1680.3.PNG

    1680.3.PNG

  • Suggested answer
    Wayne Walton Profile Picture
    Wayne Walton 13,726 on at
    RE: SLA First Response Sent=NO Action: Send Queue

    In your workflow, create a new entity, the Queue Item.  Reference it to the Case you're running the workflow from, and which Queue you want it to go to.

    that should do it.  If that isn't, please attach a screenshot of your workflow.

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