The SLA is triggered when the applicable when condition is met throughout. If the applicable when condition isn't met after an SLA is triggered, the SLA KPI instance gets canceled. We recommend that you don't use case fields that are updated frequently because any change to the field value might lead to cancelation of the SLA item.

But in the new UCI, you need add sla kpi entity to the field service app designer. Then create new sla kpi for the work order and select KPI field as your need, save and active it. The SLA KPI field is a N:1 relationship between the entity selected in the entity name field and the SLA KPI Instance entity. Now, you can select sla kpi in the sla ...

Jun 2, 2022 · The SLA KPI Instance is not getting created when a new case is saved. Whether the case is created through create rule or manually. The SLA KPI Instance is still empty and no system job shows up for initializing the sla kpi instance. What have I done so far? I created the 2 Standard SLA KPI's First Response and Resolve By and activated both of them.

Mar 16, 2016 · RE: How is the status (in progress,nearing non-compliance,Expired) of a SLA KPI instance decided ? Thanks a lot jason for your help. Actually this problem got solved when i refreshed the page after the warning time reached and the color of the timer switched to orange.

Aug 5, 2023 · Step1, create the Look up field on the entity you need to configure the SLA for and associate the SLA KPI instance with it. Step2, create SLA KPI and select your customized field in KPI Field. The link to the official Microsoft documentation is as follows.

May 14, 2021 · Hi, we have SLAs set up correctly in our production environment however after copying data from our Production environment into our Test environment, we have noticed that in the Test environment SLA KPI instances do not get updated after the Warning or Failure times.

Yes, you can create your custom KPI. You need to create new 1:N relationship in SLA KPI Instance entity and add a quick view form in a case entity. You can then add the newly created KPI instance to the quick view form. Please refer this the below link:

Mar 10, 2022 · For this purpose, I have created an "SLA KPI" in the app "Customer Service Hub" under "Service Management", as well as a Service Level Agreement (SLA) and then an entity. Unfortunately, however, I cannot find the two columns that connect the entity "slakpiinstance" and "incident" in order to enable a display in PowerBI.

Hi, we have SLAs set up correctly in our production environment however after copying data from our Production environment into our Test environment, we have noticed that in the Test environment SLA KPI instances do not get updated after the Warning or Failure times.

The SLA is triggered when the applicable when condition is met throughout. If the applicable when condition isn't met after an SLA is triggered, the SLA KPI instance gets canceled. We recommend that you don't use case fields that are updated frequently because any change to the field value might lead to cancelation of the SLA item.