CRM 2015 Service Level Agreements (SLA) Lessons Learned

CRM 2015 Service Level Agreements (SLA) Lessons Learned

So today I had to look into why our newly activated SLA was causing our Case Resolutions to fail.   During this troubleshooting I came across some lessons learn that might be helpful to others.

Lesson 1
When you activate a SLA it creates a workflow of the same name (in our case Atrio SLA) and a workflow per SLA Item.  However you cannot see the workflow using the Standard views.  There is a field called Renderer Type in Workflow that hides these from the standard workflow views.  These workflows are very locked down (not editable and you actually can’t scroll down to see the whole contents), however I found it helpful to see what is actually happening.

In order to see these processes, in my systems I created 2 new personal views and shared them with everyone who might need them.

Activated SLA Processes

Activated SLA Processes

All SLA Processes

All SLA Processes

Lesson 2
If you have created a SLA and plan not to use entitlements (with SLA) you need to “Set AS Default” for your SLA or no SLA will run.  The default SLA will run for all Cases where the Client doesn’t have an Entitlement with it’s own SLA.

Lesson 3
When you deactivate the SLA to make a modification, it clears the Default. So you need to remember that once you Activate the SLA again you need to “Set As Default” agin.

Lesson 4
Since SLA’s are related to cases and when the Cases are resolved or Canceled they go into a locked / read only state you need to make sure that in your SLA Details conditions you check for Case Status equals active.

See below blog post for error that occurs if you forget this item:
CRM 2015 Case Resolution fails when a default SLA is enabled. Error: This case has already been resolved. Close and reopen the case record to see the updates

Jordan Quinn
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