Hi ,
I have configured an enhanced SLA by following document " https://www.microsoft.com/en-us/dynamics/crm-customer-center/define-service-level-agreements-customer-service.aspx#bkmk_CreateEnhancedSLA "
The SLA starts working ( the clock appears ...then changes color to yellow then red when SLA fails ) but the " email action " in warning doesn't work . How to resolve this issue .
Please suggest .
regards
Touqeer
Hi touq,
Once after creating the incident on centre top above ribbon u can see the incident name beside that u can see drop down kind of thing click on that now u can see related entities where you can find background click on it it shows that sla which got triggered
Hope this helps
Hi Sainath ,
Many Thanks for the response.
Warning /failure times are defined as you mentioned. the email also has recipients .
(who are my colleagues - As its a testing SLA )
"pls suggest how to check background process and read the log ".
Not : this is the first time we are trying to use SLAs feature in our organization.
Regards
Touqeer
Hi Touqeer,
First check for whether it has email recipients .
Remember always warning time should be before than failure time ....
if you mention failure 5 minutes .. warning should be 1 minutes..
it is easy to check background process and read the log you will find the exact reason
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