2

Below is the current behavior


  1. Create a Case without an entitlement. Default SLA is applied and respective SLA KPI Instances are created. 
  2. When a Severity on the Case changes (SLA template remains same), then only the milestones/SLA KPI Instances with status "In Progress" will be recalculated. Severity is one of the conditions defined in the SLA template.
  3. Now, apply an entitlement to the Case. SLA template from this entitlement gets applied. Whenever a SLA template is updated on a case, all the milestones (SLA KPI instances) will be recalculated based on the new SLA template irrespective of any status (succeeded, expired or in progress).  


Need a way for system not cancel all the previous SLA KPI Instances on the case (especially the ones that were succeeded)

STATUS DETAILS
Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.

Sincerely,   

Microsoft Dynamics Customer Service Team