Asked by:
Service Management SLA's in CRM 2013

Question
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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
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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 AMModerator
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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 PMModerator