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Multiple SLAs in same entity incident

Thomas SERPOLLET on 9/29/2022 3:48:13 PM

Hi all,


 


 


But on entity SLAs, there is just one defaulted anIn my organization we have 100 networks, and some od those networks have different SLAs with specific SLA items on same entity incident.d unique SLA which is applied.


 


If your remove the defaulted checkbox and don't get any defaulted SLA, there is no rule to apply one SLA to another.


Same SLA is always applied, even if you want to setup other SLAs.


I cannot ask my customer care agents to update manually SLA on cases, depending of my Network (team owner id)


 


thanks


 


 


 


 

Category: Case Management
STATUS DETAILS
Declined
Ideas Administrator

Administrator on 3/31/2023 2:03:46 AM

Thank you for reaching out. Your idea seems to be a question about existing functionality.  This usecase seems to be possible by creating multiple SLA Items. Please reach out to Dynamics Customer Service Forum to ask questions:   

Dynamics 365 Customer Service Forum - Support & Help 

Thanks,

Ravi