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#calendar

#migration

#slas

#solutionpackage

Dynamics 365 Customer Service

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Jul 5, 2023

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  • The article titled "Migration of SLAs in Dynamics 365" provides guidance on how to upgrade or migrate existing SLA configurations, including SLAs, SLA Items, KPI Items, and associated workflows from one environment to another.
  • The article suggests enabling Calendar Export/Import in both the source and target environments by navigating to Customer Service Admin Centre > Service Terms > Other SLA Settings and setting "Enable Calendar Export and Import" to Yes.
  • To package SLAs within a solution, the article advises opening the solution file, selecting "Add Existing > Rules > SLA," and choosing the SLA to export.
  • The solution package can then be exported and imported into the target environment. However, newly imported SLAs will be created as Draft and will need to be activated.
  • A common issue when importing SLAs via a solution package is a mismatch in the calendar GUID between the source and target environments. The article suggests a workaround by creating a calendar in the target organization that matches the one being imported and replacing the GUIDs in the customization.xml file of the SLA items.
  • The article recommends removing the calendar folder from the solution that originated from the source organization and importing the solution in the target organization with the legacy UI while overwriting customizations. This ensures that all SLA items are correctly linked to the calendar in the target organization after importing.

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