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What’s happening?

Customers experience issues during SLA migration in Dynamics 365 Customer Service, where configured SLA items do not function as expected. Specifically, after migration, SLA items do not reflect correctly, and the SLA timer grid does not display the timer as anticipated.

Reason:

This can occur due to one or more of the following reasons:

  • Some SLA items may not have migrated successfully and could be stuck in the migration process.
  • Certain conditions configured within the SLA items are not supported, causing the SLA items not to reflect correctly.

Resolution:

To resolve this, follow these specific troubleshooting steps:

  • Go to Settings > Service Management > SLAs. Review the list of migrated SLAs.
  • Verify that all SLA items have been migrated successfully. Check if any SLA item is stuck in the migration process. If certain SLAs are stuck in the migration process, try publishing or reactivating them manually.
  • Review the criteria configured in the SLA items. Ensure that:
    • All conditions are compatible with UCI.
    • Any deprecated triggers or actions are removed or replaced.
    • The “Applicable When” and “Success Conditions” criteria are properly configured.
  • If the issue persists after reviewing the criteria, create a simple SLA item for testing purposes to verify if it functions as expected (e.g. define straightforward criteria like “Case Priority = High”, and see if the SLA timer displays correctly).
  • If the simple SLA works, incrementally add complexity to identify incompatible conditions.
  • After making adjustments, test the SLAs in a sandbox environment. Verify that the SLA timer grid displays correctly.