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A warning message appears on the SLA KPI instances

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This article provides a resolution for the warning message that occurs on the service-level agreement (SLA) KPI instances in Dynamics 365 Customer Service.

Symptoms

The following warning message is displayed on entity records:

The SLA instances may be incorrect because workflow <workflow ID> is turned off. Please contact your admin to turn the workflow on.

The workflow ID varies from system to system.

Cause

The SLAInstanceMonitoringWarningAndExpiryFlow isn't enabled.

Resolution

If none of the Unified Interface SLAs are activated, you must activate one to activate the SLAInstanceMonitoringWarningAndExpiryFlow. The flow must only be turned off and on by a user with the SLA KPI privileges at a global level for prvReadSLAKPIInstance and prvWriteSLAKPIInstance.

However, if all the SLAs are active, but the flow is still deactivated, take the following steps:

  1. In Power Automate, navigate to My flows > Cloud flows.
  2. In Cloud flows, select SLAInstanceMonitoringWarningAndExpiryFlow.
  3. Select Turn on.