Announcements
20
Hi everyone, I have three separate SLAs, one for React customers, one for pro customers, and one for Gold customers.
When a case is raised/created, I want dynamics to look at the account of the customer who raised it, look at the SLA value within the specific account, and attach the SLA to the case, which then kicks off the SLA process.
Has anyone ran into this one before or has a solution for this issue?
Thankyou.
Hi ChadAlt ,
thankyou for taking the time to respond, I have been looking to implement a flow to update SLA information, looks like the best option to revisit.
Thankyou for your help.
Hey Michael,
Have you reviewed the documentation on how to apply an SLA? The easiest option is to set it as the default or an entitlement, but you could also apply through a workflow or Power Automate cloud flow. If none of these occur, no SLA will be applied.
docs.microsoft.com/.../apply-slas
"You can apply service-level agreements (SLAs) to a case or an SLA-enabled entity record in one of the following ways:
The SLA is reapplied whenever there's an update on an entity record and the updated fields are part of the Applicable When conditions of the SLA items."
Hi KK-365 , thankyou for your help.
I have checked that the SLA is active and implemented the "Created On" has data condition:
The Customer account has the correct SLA data:
I changed over the form Account for interactive experience to a default form just in case that was causing the issue, (Account: Account), and updated the entity condition to look at Account: Account:
Unfortunately with no luck, and doesn't trigger manually either, so changed it back to the original condition *first screenshot& kept the Account: Account form as this matches our Account form in Sales.
Created On has data:
And the SLA only triggers when manually inputted *also looked at just having the "Created On" contains data in applicable, this didn't trigger the SLA at all.
Could you send over some screenshots of how you structured your SLA, SLA item, and anything else that could be helpful?
Or let me know if I have any irregularities within the screenshots I provided.
Thanks for your help again, it's really appreciated.
Michael
Hi KK-365 thank you for your suggestion, unfortunately, I am still having issues. Let me break down what I currently have, using the React SLA item "React: Triage":
I start with the React SLA KPI, which is applicable from "Created On":
Here is my React SLA, which has four different items:
This is my react triage item:
The applicable is looking at a Lookup field named SLA in Customer Account:
Please see below an example of creating a case under a test account:
When I press save, I expect the SLA to be in this field:
Or *same field as above:
And the timer should kick off immediately once Case has been created.
At the moment it only kicks off once I manually input the SLA, into the SLA field on the case, and press save:
Any ideas as to where I may be going wrong would be greatly appreciated.
Thank you.
If you have Customer type stored on Account - React, Pro and Gold. You can follow the below process:
1. When defining the SLA Item, select the add related entity as shown below:
2. then select customer account, after you select this option select the customer type field = React and then design the SLA for React customer, likewise for other customer type.
If you find this answer helpful, please mark this verified
#1
Muhammad Shahzad Sh...
51
Most Valuable Professional
#2
Ramesh Kumar
42
#3
David Shaw_UK
27
Share
Report
All responses (
Answers (
