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Enable custom recalculation of SLA KPIs

Introduction

Time calculation in service-level agreements (SLAs) is dependent on SLA key performance indicators (KPIs) and input parameters. Learn more in Time calculation of SLA KPIs.

Changes in the associated customer service schedule and holiday schedule don't affect the existing SLA KPIs unless one of the following events occurs:

  • The SLA KPI is paused and resumed.
  • The SLA on an entity instance is updated.
  • The SLA item is updated.
  • The SLA KPI instance is reapplied after terminal state in recalculation.

Enable the custom recalculation on a target entity

You can trigger the recalculation of active SLA KPI instances that have a status of either In Progress or Nearing Noncompliance and create new SLA KPIs by explicitly calling the custom action msdyn_ManageSLAInstances independent of the events mentioned previously.

Note

This doesn't affect the SLA KPI instances that have a status of Paused, Cancelled, Succeeded, or Non-compliant.

To enable custom recalculation and create new SLA KPIs, you must set the integer value of the Recalculate parameter to 1 through custom plug-in code. By default, the integer value of the Recalculate parameter is 0. You can set the integer value by creating custom plug-in code on the SLA's target entity and implementing the custom logic based on which the custom action is initiated. Learn more in Write a plug-in.

For example, if you want to recalculate the SLA KPIs that have a status of In progress or Nearing Noncompliance, on updating the Case Type field on the Case entity, you need to create a custom plug-in and register it on the Case update for the Case Type field. On updating the Case Type field, you need to call the custom action in your custom plug-in code. The previous SLA KPI instances are canceled, and new instances are created.

Following is an example of the plug-in code:

customEvaluation["SLAId"] = "<sla id>";
customEvaluation["RegardingId"] = <case id>;
customEvaluation["EntityLogicalName"] = "incident";//logical name of case entity
customEvaluation["Recalculate"] = 1;

OrganizationResponse customEvaluationResponse = service.Execute(customEvaluation);

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Apply SLAs Enable records for SLA FAQ about custom time calculation of SLA KPIs