Edit review sla-migration-issues.md

Author: v-phoebh

support/dynamics-365/customer-service/service-level-agreements/sla-migration-issues.md

@@ -1,17 +1,17 @@
 ---
-title: Troubleshoot issues with SLA migration in Dynamics 365 Customer Service
-description: Provides a resolution for an issue where you can't migrate SLAs to Unified Interface in Microsoft Dynamics 365 Customer Service.
+title: Troubleshoot Issues with SLA Migration in Dynamics 365 Customer Service
+description: Provides resolutions for issues that prevent you from migrating SLAs to Unified Interface in Microsoft Dynamics 365 Customer Service.
 ms.reviewer: sdas
 ms.author: ghoshsoham
 author: soham-msft
-ms.date: 04/18/2025
+ms.date: 04/22/2025
 ms.custom: sap:Service Level Agreements\Facing errors during SLA migration
 ---
 # Troubleshoot issues with SLA migration to Unified Interface
 
 This article describes different scenarios in which a service-level agreement (SLA) might not be successfully [migrated to Unified Interface](/dynamics365/customer-service/migrate-automatic-record-creation-and-sla-agreements#migrate-automatic-record-creation-rules-and-service-level-agreements), and provides steps to resolve these issues.
 
-## Scenario 1: Error 404 occurs during SLA migration
+## Scenario 1: Error 404 during SLA migration
 
 When running the SLA migration tool, you receive a 404 error with the "Resource not found for segment mdyn_MigrateSla" message.
 
@@ -23,11 +23,11 @@ This issue occurs because the custom action for migration isn't activated.
 
 Ensure that the `MigrateSla` workflow process is activated.
 
-## Scenario 2: SLA migration completes, but the SLA warning email doesn't display correct values
+## Scenario 2: SLA migration completes, but the SLA warning email doesn't display the correct values
 
 #### Symptoms
 
-This issue occurs after you migrate the SLA item using the "Send Email" template. Here are steps to reproduce the issue:
+This issue occurs after you migrate the SLA item using the "Send Email" template. Here are the steps to reproduce the issue:
 
 1. Create the legacy SLA and SLA item.
 2. Select **Set Properties** next to **Send Email** on the SLA item form.
@@ -39,19 +39,19 @@ This issue occurs after you migrate the SLA item using the "Send Email" template
 5. Activate the SLA, and set it as default.
 6. Create and save the case. Make sure that the SLA is applied. Wait for the SLA status to change to **Nearing non-compliance**, and then resolve the case.
 
-You should receive a warning email after a few minutes. You might find that the details of the warning email show the dynamic expressions instead of the actual values.
+You should receive a warning email after a few minutes. You might find that the details of the warning email show the dynamic expression instead of the actual value.
 
 #### Resolution
 
 Manually update the dynamic expression to the `FormattedValue` option field.
 
-1. In Customer Service admin center, go to **Service level agreements** under **Service Terms**.
-2. Select and expand the migrated SLA from grid.
+1. In the Customer Service admin center, go to **Service level agreements** under **Service Terms**.
+2. Select and expand the migrated SLA from the grid.
 3. Select **SLA item** from the **SLA Items** grid and expand it. A Power Automate flow opens.
-4. Expand each step until the email template's message.
+4. Expand each step until the email template's message appears.
 5. Update the dynamic expression to the `FormattedValue` option field.
 
-   :::image type="content" source="media/sla-migration-issues/format-legacy-sla-option-field.png" alt-text="Screenshot that shows the format of the legacy SLA option field.":::
+   :::image type="content" source="media/sla-migration-issues/format-legacy-sla-option-field.png" alt-text="Screenshot that shows the format of the legacy SLA option field." lightbox="media/sla-migration-issues/format-legacy-sla-option-field.png":::
 
 6. Select **Save**.
 
@@ -67,24 +67,24 @@ This issue occurs if the SLA migration code uses the **Status** field instead of
 
 To solve this issue, take the following steps:
 
-1. In Customer Service admin center, go to **Service level agreements** under **Service Terms**.
-2. Select and expand the migrated SLA from grid.
+1. In the Customer Service admin center, go to **Service level agreements** under **Service Terms**.
+2. Select and expand the migrated SLA from the grid.
 3. Select the SLA item from the **SLA Items** grid and expand it. A Power Automate flow opens.
-4. Expand each step until the **Is Succeeded** step.
+4. Expand each step until you reach the **Is Succeeded** step.
 5. Go to the **Description** field. The **Dynamic content** window opens.
 6. Search for and select the required entity.
 7. Select **Save**.
 
 > [!NOTE]
-> This issue also occurs with other datatypes like **Option Set** and **Two Options**. Use a formatted entity with these datatypes as well.
+> This issue also occurs with other data types, such as **Option Set** and **Two Options**. Use a formatted entity for these data types as well.
 
 The following screenshot shows an example of an SLA migration flow.
 
 :::image type="content" source="media/sla-migration-issues/sla-migration-flow.png" alt-text="Screenshot that shows an SLA migration flow.":::
 
 The following screenshot shows an email template that shows the expected text of **Status**.
 
-:::image type="content" source="media/sla-migration-issues/sla-migration-email.png" alt-text="An email template that shows the text of Status during SLA migration.":::
+:::image type="content" source="media/sla-migration-issues/sla-migration-email.png" alt-text="Screenshot of an email template that shows the text of Status during SLA migration.":::
 
 ## Scenario 4: Email "Subject" field is empty when the "Send Email with template" action is triggered
 
@@ -96,10 +96,10 @@ This issue occurs when a subject like "Hello,{Case Number(Case);Case Title(Case)
 
 To solve this issue, take the following steps:
 
-1. In Customer Service admin center, go to **Service level agreements** under **Service Terms**.
-2. Select and expand the migrated SLA from grid.
+1. In the Customer Service admin center, go to **Service level agreements** under **Service Terms**.
+2. Select and expand the migrated SLA from the grid.
 3. Select the SLA item from the **SLA Items** grid and expand it. A Power Automate flow opens.
-4. Expand each step until the **Is Succeeded** step.
+4. Expand each step until you reach the **Is Succeeded** step.
 5. Go to the **Subject** field. The **Dynamic content** window opens.
 6. Search for and select the required entity.
 7. Select **Save**.
@@ -116,7 +116,7 @@ The following screenshot shows an email template that contains a subject.
 
 #### Cause
 
-This issue occurs if the status code of the target entity that is used in an SLA item action is deleted, which may happen during customization.
+This issue occurs if the status code of the target entity that is used in an SLA item action is deleted, which might happen during customization.
 
 #### Resolution
 
@@ -133,30 +133,30 @@ This issue occurs if you have disabled the `msdyn_ConditionXmlConversion` custom
 To enable the `msdyn_ConditionXmlConversion` custom action for the condition control conversion, follow these steps:
 
 1. Go to **Settings** > **Processes**.
-2. Make sure the **Convert legacy xml to fetchxml format and vice versa** process with the unique name `msdyn_ConditionXmlConversion` is in **Activated** status.
+2. Make sure the **Convert legacy xml to fetchxml format and vice versa** process with the unique name `msdyn_ConditionXmlConversion` is in the **Activated** status.
 
-:::image type="content" source="media/sla-migration-issues/convert-legacy-xml-to-fetchxml-format-and-vice-versa.png" alt-text="Screenshot that shows the Convert legacy xml to fetchxml format and vice versa process that's in Activated status.":::
+:::image type="content" source="media/sla-migration-issues/convert-legacy-xml-to-fetchxml-format-and-vice-versa.png" alt-text="Screenshot that shows the Convert legacy xml to fetchxml format and vice versa process in the Activated status." lightbox="media/sla-migration-issues/convert-legacy-xml-to-fetchxml-format-and-vice-versa.png":::
 
-:::image type="content" source="media/sla-migration-issues/msdyn-condition-xml-conversion.png" alt-text="Screenshot that shows the unique name of the Convert legacy xml to fetchxml format and vice versa process.":::
+:::image type="content" source="media/sla-migration-issues/msdyn-condition-xml-conversion.png" alt-text="Screenshot that shows the unique name of the Convert legacy xml to fetchxml format and vice versa process." lightbox="media/sla-migration-issues/msdyn-condition-xml-conversion.png":::
 
 ## Scenario 7: SLA migration is stuck
 
-When you migrate SLAs in Dynamics 365 Customer Service, you may experience the following issues:
+When you migrate SLAs in Dynamics 365 Customer Service, you might experience the following issues:
 
 - SLA items fail to reflect correctly after migration.
-- The SLA timer grid does not display the timer as expected.
+- The SLA timer grid doesn't display the timer as expected.
 - Some SLA items appear to be stuck or incomplete in the migration process.
 
 #### Cause
 
-This issue may occur due to one or more of the following reasons:
+These issues might occur due to one or more of the following reasons:
 
-1. Some SLA items may not have migrated successfully and could be stuck in the migration process.
-2. Certain conditions configured within the SLA items aren't supported, causing them to malfunction.
+- Some SLA items might not have been migrated successfully and might be stuck in the migration process.
+- Certain conditions configured within the SLA items aren't supported, causing them to malfunction.
 
 #### Resolution
 
-Follow these steps to troubleshoot and resolve the SLA migration issue:
+Follow these steps to troubleshoot and resolve the SLA migration issues:
 
 1. Navigate to **Settings** > **Service Management** > **SLAs** to review the list of migrated SLAs.
 
@@ -176,6 +176,6 @@ Follow these steps to troubleshoot and resolve the SLA migration issue:
    - Define straightforward criteria, such as "Case Priority = High."
    - Verify if the SLA timer displays correctly for the test case.
 
-5. If the simple SLA item works as expected, incrementally add complexity to the SLA to identify any incompatible conditions.
+5. If the simple SLA item works as expected, incrementally increase the complexity of the SLA to identify any incompatible conditions.
 
-6. After making necessary adjustments, test the SLAs in a sandbox environment. Confirm that the SLA timer grid displays correctly and functions as expected.
+6. After making the necessary adjustments, test the SLAs in a sandbox environment. Confirm that the SLA timer grid displays correctly and functions as expected.