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Service Management SLA's in CRM 2013 RRS feed

  • Question

  • Hi All,

    I have created the three SLA Items for one SLA

    Onely one SLA item is getting trigger and second and thrird sla items are not triggering.. can you please suggest me..


    Rammohan

    Wednesday, October 1, 2014 7:52 AM

All replies

  • It depends on how you have configured your SLA Items. The first SLA item that matches the case criteria specified in Applicable When will be used. Have you set any criteria in Applicable When in the SLA Items? You need to ensure that each SLA Item is uniquely identifiable.
    Thursday, October 2, 2014 11:18 AM
    Moderator
  • Hi Feridum,

    I have create one SLA climate change : Created on

    in that i have added  added the SLA details ->SLA Items

    First level escalation 1: Case related to Resolve by

    Second level escalation 2: Case related to Resolve by

    Second level escalation 3: Case related toResolve by

    I have choosen three are related to resolve by i am expecting one after one should trigger the mails.... but it's not happening

    if i choose one for Resolve by,  another for Response by, and then First resolve by, these three are triggering properrly

    if i choose only resolve by three times with different timing it's not working can you please suggest it?


    Rammohan

    Friday, October 3, 2014 2:30 AM
  • Hi Feridun,

    I have tried with simple example but it's not working for me

    SLA Name: Climate  

    Applicable form on: Created on

    I saved the form...

    Now i added the SLA Items  1.

    Name :First level escalation 

    Case related to : Resolve By

    applicable to : Orgion=Email

    Success creteria : case equal resolved

    Failure after 5 mnts

    warn after 1 mnt

    Name :Second level escalation 

    Case related to : Resolve By

    applicable to : Case Number=Contains data

    Success creteria : case equal resolved

    Failure after 5 mnts

    warn after 1 mnt

    activated and set as default.

    Now i created the case with origion equal=Email

    Now am ble to see the background only First level escalation but it's not happening second level escalation

    i hope you understand my issue..


    Rammohan

    Friday, October 3, 2014 3:20 AM
  • I think you are looking to use SLA items for multiple levels of escalations and I don't think that is what SLA items are for. 

    An SLA item defines when a warning should be issued based on a date field and when the SLA has not been met (Failure). I don't think you can use SLA items to specify multiple warnings (but I could be wrong).

    If you want to have multiple levels of escalation I think you can achieve that with standard workflow actions.

    Friday, October 3, 2014 5:10 PM
    Moderator