Success, warning, and failure actions are being run multiple times in the web client

This article provides a resolution for the issue that the success, warning, failure, or other actions you configured will be run multiple times in the web client if the Applicable When attribute is updated in Dynamics 365 Customer Service.

Symptoms

When updates are made to the target record, the attributes present in the Applicable When condition of the service-level agreement (SLA) item are modified in the applied SLA.

Consider a scenario in which you've created an SLA in the web client with an SLA item that has the following Applicable When and Success Criteria and is set as the default.

1. Create a case with the case type set as question. The SLA timer starts.

2. Add Resolved to the case title. The success condition is met, and the following events occur:

   • The SLA KPI instance status is updated to Succeeded.
   • A success action is run, such as "send mail," if configured.

3. Update the case type to request.

   • The SLA KPI instance that's in the Succeeded status is reevaluated because the Applicable When attribute is changed.
   • The SLA KPI instance moves from Succeeded to In progress.
   • Because the case title contains Resolved and the success condition is true, the SLA KPI instance status changes from In progress to Succeeded again and runs the success action again.

Based on the SLA KPI instance status, if any actions are configured, those actions will be run multiple times.

Cause

When the Applicable When attribute is updated, the SLA is reevaluated, which results in multiple iterations of the actions.

Resolution

This is the expected behavior for SLAs in the web client. It's recommended to define the Applicable When condition only on those attributes whose values don't change frequently.