Enhanced SLA | Rajeev Pentyala - Microsoft Power Platform

Incorrect date (KPI) calculation – Enhanced SLA

September 28, 2015 Rajeev Pentyala Leave a comment

We have an ‘Enhanced SLA’ configured in our CRM application which was working fine in development environment.

Recently we deployed solution on Customer’s server and surprisingly SLA showing incorrect First Response\Resolve by KPI’s hence ‘SLA Counter’ showing wrong timer.

Refer below screen where Timer showing 561 days however ‘Failure Date’ was after 3 days.

Incorrect SLA Counter

Reason

Looks like its product issue with date calculations for non US based servers.
In simple terms if your CRM Application Server’s Region is Non-Us you might get wrong date calculations.
My customer is non-Us based and all the servers ‘Region’ settings set to their country which causing the issue.

Fix

In my case changing CRM Site Globalization culture to English (United States) (en-US) solved the issue.
Follow below steps
- Open IIS
- Select ‘Microsoft Dynamics CRM’ website
- Double click on ‘.NET Globalization’ feature
- Set ‘Culture’ and ‘UI Culture’ to ‘English (United States) (en-US) ‘

CRM Website – Net Globalization

Reset the IIS

Refer this article for more details

🙂

Categories: CRM 2015 Tags: CRM 2015, Enhanced SLA, Time, wrong KPI

Why my Enhanced SLA not triggering – CRM 2015

August 29, 2015 Rajeev Pentyala 1 comment

I was exploring ‘Enhanced SLA’ feature in CRM 2015. I created my first basic enhanced SLA with below steps

Created a new SLA

Enhanced SLA

Added a new ‘SLA Item’ with no ‘Applicable When’ criteria (i.e., SLA should kick in for all Case’s if no criteria given) and ‘Success Criteria’ as Case Status ‘Resolved’

Applicable And Success Criteria

Set the Failure Duration as ‘5 minutes’ and Warn Duration as ‘1 Minute’

Duration

Activated the SLA

Enhanced SLA – Activation

Created a new Case.
But no Timer or ‘SLA KPI’ records logged when I expanded ‘Enhanced SLA Details’ section.

Enhanced SLA Details

Reason

There was no ‘Entitlement’ configured
So what is an Entitlement? ‘Entitlements’ are correlated to Customers (i.e., Either Account or Contact) in the system and define what kind of support your customers are eligible for.

Enhanced SLA – Entitlements

Note : If you don’t want to configure ‘Entitlement’ make to set SLA as Default which will be applicable for all Customers.

Fix

Since I am just exploring SLA’s, I did not create an ‘Entitlement’ instead I made my SLA as ‘Default’

Enhanced SLA – Set Default

Created a new Case and this time got the OOB Timer and SLA KPI record in sub-grid.

Enhanced SLA – Triggered

Additional Details

How to Pause a SLA
- Using ‘Enhanced SLA’ you can put SLA on ‘HOLD’ by choosing Case ‘Status’ with pre-configured ‘Case Status’ (Refer screen how to configure Status)
Enhanced SLA – Set ‘HOLD’ status
- Go to the ‘Case’ and choose Status = ‘On hold’ and Save
Case – Choose ‘On Hold’ status
- See the Resolve in set to ‘Paused’