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Case SLA Status

Note

This tool is available by default on the following MCP servers: Dynamics 365 Customer Service. The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability when you want to check the SLA status on a specific case, including how much time remains before breach.

What it does

The assistant shows every SLA KPI linked to a case, such as First Response By and Resolve By. For each KPI, you see the current status (in progress, at risk, breached, paused, succeeded, or canceled), the breach time, warning time, time remaining, and whether the timer is paused. An overall risk level is derived from the worst KPI status.

Try prompts like

  • "What's the SLA on CAS-01010-A0A0A0?"
  • "Will this case breach?"
  • "How much time before SLA breach on this case?"
  • "Check SLA status for CAS-01004-2F9LQX"
  • "Is this case at risk of SLA breach?"
  • "Show me the Resolve By KPI for this case"

What you see in chat

The assistant displays an interactive SLA detail view as an app-in-chat component, showing all SLA KPIs linked to the case with their status and timing details.

Helpful tips

  • You can ask about a specific KPI by name, like "show me the Resolve By KPI."
  • If you want to see SLA status across multiple cases, ask for "cases at risk of SLA breach" instead.
  • The overall risk level is based on the worst KPI. If any one KPI is breached, the case shows as breached overall.
  • Paused KPIs have their timers stopped (for example, when the case is on hold).

Tip

Check SLA status early in your triage to prioritize cases that are closest to breaching.

What happens next

After checking SLA status, you can continue with prompts like:

  • "Summarize this case"
  • "Set the priority to high"
  • "Reassign this case to the escalation team"
  • "What changed on this case since yesterday?"

Does this change data?

No, viewing SLA status does not change data.

The SLA detail view reads existing KPI data without modifying anything.

What you can do from the app-in-chat component

From the SLA detail view in chat, you can:

  • See the status of each SLA KPI (breached, at-risk, in-progress, on-track)
  • View breach time, warning time, and remaining time per KPI
  • See whether any KPI timer is paused
  • Understand the overall risk level at a glance

Prerequisites

This tool requires the following:

  • SLAs to be defined

Learn more in Define service-level agreements.

Tool summary

Property Value
User-facing name Case SLA Status
Internal tool name get_case_sla_status
Purpose Returns every linked SLA KPI instance for a single case, including status (in_progress, nearing_noncompliance, noncompliant, paused, succeeded, canceled), breach time, warning time, time remaining, and pause state

Tool behavior

Returns every linked SLA KPI instance for a single case, including status (in_progress, nearing_noncompliance, noncompliant, paused, succeeded, canceled), breach time, warning time, time remaining, and pause state. Overall risk is derived as the worst KPI status across all linked KPIs.

Annotations

Annotation Value Meaning
readOnlyHint true This tool does not modify data.
destructiveHint Not set Not applicable (read-only tool).
idempotentHint Not set Not applicable (read-only tool).
openWorldHint Not set Uses default (queries Dataverse).

Input concepts

Case identifier

Input Description Required
incidentId, caseNumber incidentId (GUID) or caseNumber (e.g. CAS-01010-A0A0A0). At least one is required. When caseNumber is provided, the server resolves it to a GUID via exact then fuzzy matching. Yes

KPI filter

Input Description Required
kpiName kpiName (string, optional). Filters to a single KPI by name (e.g. "Resolve By"). Omit to see all linked KPIs. No

Response and UI behavior

This tool renders an interactive SLA detail view.

This MCP tool is supported by an MCP app.

Response type

Interactive component (app-in-chat)

Displays all SLA KPIs linked to the case with their status, breach time, warning time, remaining time, and pause state.

Routing notes

Use get_case_sla_status when:

  • The user asks about SLA on a specific case ("what's the SLA on CAS-X", "will this case breach")
  • The user wants to know time remaining before breach on a specific case
  • The user asks about a specific KPI (e.g. "First Response By", "Resolve By") on a case

Don't use get_case_sla_status when:

  • Multi-case SLA triage - route to query_cases_by_sla_status
  • General case triage - route to get_case_highlights or summarize_case
Tool Relationship
query_cases_by_sla_status Multi-case SLA triage view with filters
get_case_highlights Activity digest and triage signals (includes SLA risk as one signal)
summarize_case AI-generated case summary for general triage
list_cases Lists cases by criteria

Data mutation classification

Read-only.

The tool queries SLA KPI instances without modifying any data.

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