2
Below is the current behavior
- Create a Case without an entitlement. Default SLA is applied and respective SLA KPI Instances are created.
- 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.
- 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
Administrator on 8/1/2023 6:19:56 AM
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