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SLA isn't getting applied to a case

This article explains the different scenarios in which a service-level agreement (SLA) might not get applied to a case, and steps to resolve them.

Scenario 1: Default SLA isn't set

Cause

SLAs won't get applied to a case if no default SLA is set.

Resolution

Make sure that you set an SLA as the default SLA by taking the following steps:

  1. In Customer Service admin center, go to Service Level Agreements.
  2. Select Service terms in Operations. The Service terms page appears.
  3. In the Service-level agreements (SLAs) section, select Manage.
  4. Select the required SLA and then select the Set As Default option from the ribbon.

Scenario 2: The SLA KPI "Applicable From" field value is null

Cause

Migration tool may fail to set the SLA KPI Applicable From field value during the migration to Unified Interface. Or, the SLA KPI Applicable From field is set to a custom field that isn't set to any value.

Resolution

Make sure that the SLA KPI Applicable From field value isn't set to null. It should be set to some values.

Scenario 3: The SLA item's "Applicable when" conditions and entity conditions don't match

Cause

The SLA item's Applicable when conditions and entity conditions don't match due to one of the following issues:

  • The string value doesn't match for attributes.
  • Different attributes with the same name are used in the SLA items.
  • The Option Set text value is the same, but the GUID is different.

Resolution

To solve this issue, check the SLA item's Applicable when conditions and entity conditions to make sure the issues mentioned above won't occur.

Scenario 4: You can't update the SLA item's "Applicable when" condition during the migration from legacy to Unified Interface

Cause

After the migration of SLA from legacy to Unified Interface, it may fail to fill the Applicable when condition for an SLA item.

Resolution

To solve this issue, make sure that the SLA item's Applicable when condition isn't empty after the migration from legacy to Unified Interface.

Scenario 5: The "SdkMessageProcessing steps must be in active state" error occurs

Cause

The SdkMessageProcessing steps might be in an inactive state.

Resolution

To solve this issue, activate the following SdkMessageProcessing steps if they're in a draft or inactive state.

  • PreOperationIncidentCreateEntitlement (6742a23a-7102-e711-8112-00155db32104)
  • PreOperationIncidentUpdateEntitlement (9e1588ed-62ff-e611-810f-00155db32104)
  • PostOperationIncidentUpdateEntitlement (a468c44e-c204-e711-80ca-02155dc812c3)
  • PostOperationIncidentCreateEntitlement (8fbadfbe-c104-e711-80ca-02155dc812c3)

To search for the SdkMessageProcessing steps,

  1. Navigate to Customizations.
  2. Select Customize the System > SDK Message Processing Steps.
  3. Search for the SdkMessageProcessing steps mentioned above.
  4. Select the Activate button if the steps are in Deactivated state.

Scenario 6: The "Disable SLAs" in the "Service Configuration Settings" isn't set to "No"

Cause

The Disable SLAs setting in the Service Configuration Settings might be set to Yes.

Resolution

Check the Disable SLAs setting in the Service Configuration Settings. If it's set to Yes toggle it to No. For more information, see Service Configuration Settings.

Scenario 7: The "Workflow must be in Published state" or "Action must be in published State" error occurs

Cause

The Workflow might be in a draft or inactive state.

Resolution

To solve this issue, activate the flow for the SLA item if it's in an inactive state. For more information about how to activate a flow, see "Modern flow is not valid for ExecuteWorkflow" error.

Scenario 8: The "Empty Calendar schedule. Check if Working Hours are set properly" error occurs

Cause

This issue occurs because the SLA item's working hours are associated with a calendar that's configured to use a legacy web client calendar interface. As a result, the SLA isn't applied to the backdated Applicable From condition in Unified Interface. You need to check if the SLA item's working hours are configured with a legacy web client calendar.

Resolution

To solve this issue, create a calendar in Unified Interface and change it in the SLA item. Or, open the legacy calendar in Unified Interface and then select Save and Close. For more information, see Setting up Calendar.