Merge pull request #8426 from MicrosoftDocs/duplicate_slakpiinstances

AB#4519: Duplicate SLA KPI Instances being created

Author: lucciz01

support/dynamics-365/customer-service/service-level-agreements/duplicate-slakpi-instances-are-being-created.md

@@ -0,0 +1,47 @@
+---
+title: Duplicate SLA KPI Instances are Created
+description: Resolves duplicate SLA KPI instances caused by custom logic, privilege issues, or SLA items ordering in Microsoft Dynamics 365 Customer Service.
+ms.reviewer: sdas, ghoshsoham
+ms.author: v-heenaattar
+ms.date: 03/26/2025
+ms.custom: sap:Service Level Agreements
+---
+# Duplicate SLA KPI instances are created
+
+This article explains how to troubleshoot and resolve the issue of duplicate service-level agreement (SLA) KPI instances in Dynamics 365 Customer Service.
+
+## Symptoms
+
+Duplicate SLA KPI instances might be created in the following scenarios:
+
+- During an [update of the status of SLA KPI instances](/dynamics365/customer-service/use/customer-service-hub-user-guide-case-sla#know-the-status-of-an-sla-kpi-instance-record), multiple SLA KPI instances might be unintentionally created.
+- Multiple SLA KPI instances are created simultaneously for the same SLA item, which might occur due to overlapping triggers or misconfigured workflows.
+
+For example, when [an SLA is applied to a record, such as a case](/dynamics365/customer-service/administer/apply-slas), and the SLA includes an SLA item created for the **Resolve By KPI**, only one SLA KPI instance for the **Resolve By KPI** should be created when the conditions defined on the case are met. However, in some scenarios, duplicate SLA KPI instances are created for the **Resolve By KPI**.
+
+## Cause
+
+This issue might be caused by custom logic implemented through plugins, workflows, flows, or actions.
+
+## Resolution
+
+By default, out-of-the-box (OOB) functionality automatically creates SLA KPI instances based on the SLA configuration and conditions defined in the SLA item. To identify the root cause and resolve issues with duplicate SLA KPI instances, check the following customizations and configurations:
+
+- Analyze existing customizations on OOB flows
+
+   1. Review the custom logic implemented in the SLA monitoring flow and SLA item flow.
+   1. Identify redundant triggers that might cause duplicate SLA KPI instances.
+
+- Validate custom plugins and workflows
+
+   1. Temporarily disable custom plugins and workflows to see if the issue persists.
+   1. If the issue is resolved after disabling custom plugins, revisit and rectify the custom plugin logic that causes the duplication.
+
+- Verify user privilege configuration
+
+  Ensure that user privileges meet the [prerequisites](/dynamics365/customer-service/administer/define-service-level-agreements#prerequisites).
+
+- Verify ordering sequence of SLA items
+
+   1. Review the ordering sequence of SLA items in the SLA configuration.
+   1. If duplicate SLA KPI instances are caused by SLA item ordering, reorder the SLA items that cause duplicate SLA KPI instances by moving them to the top of the sequence in the SLA configuration.

support/dynamics-365/customer-service/toc.yml

@@ -44,6 +44,8 @@
           href: service-level-agreements/slaitem-changes-missing-upgrade.md
         - name: Can't import solution with active SLAs and SLAs are deactivated when imported
           href: service-level-agreements/import-solution-active-slas.md
+        - name: Duplicate SLA KPI instances are created
+          href: service-level-agreements/duplicate-slakpi-instances-are-being-created.md
         - name: '"The uninstall operation will delete the base layer for the component" error'
           href: service-level-agreements/sla-item-delete-operation-encountered-some-errors.md
         - name: SLA's state changes from Active to Draft after importing an upgrade solution