Dynamics Community Forum Thread Details

Change in Status Reason field cancels SLA and immediately starts another.

I’m facing one issue. Need help from community. I have simple SLA. KPI is defined for case and ‘applicable from’ is modified date. In SLA item I have ‘applicable when’ condition where origin field should be equal to ‘social’ and in success condition i am checking status of case should be equal to resolved/cancelled. That’s it. I am using OOB ‘Resolve By KPI’ field on case.

SLA triggers when I modify case and set origin field to ‘social’. If I modify other fields in the case still timer runs as usual.

BUT when I change ’Status Reason’ things change. I could see my SLA KPI instance cancelled. Timer stopped and immediately restart. Changing in status reason triggers something which is cancelling current SLA and resetting it.

If this is OOB behaviour then this should have happen when I modified other fields too. I also checked if any background processes running on status reason change (like custom plugins , workflows etc) but I could not find anything. I am not aware of anything OOB behaviour causing this.

Also one thing I observe that. When I set KPI to created date. It works fine even when status reason is changed. SLA does not cancel and reset in this case.

Thanks!

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