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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / SLA KPI Instances Not ...
Service | Customer Service, Contact Center, Fie...
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SLA KPI Instances Not Updating

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Posted on by AlexBrown78 35

Hi, we have SLAs set up correctly in our production environment however after copying data from our Production environment into our Test environment, we have noticed that in the Test environment SLA KPI instances do not get updated after the Warning or Failure times. We need the actions we have set up (which send emails) to be triggered once the warning time is reached as well as the failure time.

 

I.e. The SLA timers on Cases will continue counting down past the failure time and once their success criteria is reached they show as Succeeded (even when it was past the Failure time).

 

Does anyone know what causes this or how to fix this?

Categories:
Unified Service Desk
Enterprise Service Settings
Case Management
Entitlements / Service Level Agreements (SLA)
Setup and Upgrades
  • Paddy Byrne Profile Picture
    Paddy Byrne 30 on at
    RE: SLA KPI Instances Not Updating

    Thanks for sharing the resolution Alex. I had the same problem.

  • Suggested answer
    AlexBrown78 Profile Picture
    AlexBrown78 35 on at
    RE: SLA KPI Instances Not Updating

    To anyone struggling with the same issue, the solution to this problem (in which SLA KPI Instances aren't updating after failure or warning times) is to find the cloud flow named SLAInstanceMonitoringWarningAndExpiryFlow in the default solution then turn it off and on again!

  • AlexBrown78 Profile Picture
    AlexBrown78 35 on at
    RE: SLA KPI Instances Not Updating

    Hi Leah Ju,

    I've tried these troubleshooting methods and not had any luck. Do you (or anyone else) know if SLAs work differently in Sandbox environments or when they are part of a managed solution? This is the only difference from our Production environment in which SLAs are working properly.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: SLA KPI Instances Not Updating

    Hi AlexBrown78,

    So at first, you need to set your SLA record as Default.

    pastedimage1621237605843v1.png

    Also, when you create SLA and add line items. And when you activate it, system created background workflow.

    Have you checked workflow processes(Go Settings> System Jobs) as what is happening in each steps.

    Also can try deactivate one of the line item and see if it working.

    pastedimage1621237674911v2.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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