Can't import solution with active SLAs and SLAs are deactivated when a solution is imported

This article provides a resolution for the issue where you're unable to import a solution with active service-level agreements (SLAs), and SLAs are deactivated when a solution is imported in Dynamics 365 Customer Service.

Symptoms

SLA solutions can be imported or exported from Customizations > Solutions. If an SLA solution is already present and you import an upgraded version of the same solution, the following issues occur:

• During a solution upgrade, if you select Maintain Customizations, the import fails.
• During a solution upgrade, if you select Overwrite Customizations, the import succeeds, but the SLAs are deactivated.

Cause

Solution export isn't intended to export data and is only intended to export configurations. So, if the solution is imported with the Maintain Customizations option enabled, and SLAs are already present and active in the target org, the import will fail.

If the customizations.xml file has the SLAs and you select the Overwrite Customizations option, the state of the SLAs will be set to Draft and deactivated.

Resolution

To resolve this issue,

• If you want to explicitly import a solution with SLAs defined, you must deactivate the SLAs and then proceed with the import. The SLAs can then be reactivated.
• If you want to import other customizations in the solution, the SLAs don't need to be reimported. You can remove them from the customizations.xml file.