If you're managing cases or any SLA-enabled entity in Dynamics 365, there’s a small setting in the Customer Service admin center that can make a big difference — the option to Disable SLAs.
Where is this setting?
Go to:
Customer Service admin center → Service Configuration Settings → Disable SLAs
You’ll see a simple toggle:
“Disable service level agreements (SLAs) on SLA-enabled entity records”
What does this actually do?
When this option is turned on:
- SLA KPIs stop being evaluated
- Fields like SLA Status, Failure Time, and Warning Time won’t update
- SLA pause/resume logic and any workflows tied to SLA events will not run
- Active SLAs on cases or other records are effectively ignored
The SLAs still exist in the system — they're just not doing anything while this is turned on.
When should you consider disabling SLAs?
| Use Case | Disable SLAs? |
|---|---|
| Lower environments like Dev or Test | Yes – to avoid unnecessary background processing |
| You're debugging SLA issues or performance lags | Yes – helpful during troubleshooting |
| Live production environment with active SLA targets | No – it will stop all SLA tracking |
| You’re replacing SLAs with custom logic | Optional – depends on the design |
Example Scenario
You’ve deployed a managed solution to UAT that includes multiple SLAs and entitlements, but you don’t want them triggering timers and workflows while testers are validating the case process. In this case, toggling Disable SLAs = Yes keeps the testing environment clean and avoids confusion caused by SLA warnings or escalations.
A few things to keep in mind
- Disabling this won’t delete SLA records — it just pauses their logic
- If you re-enable later, SLA processing resumes as usual
- You can safely use this in non-production environments during deployments or data imports
Screenshot
Here’s what the setting looks like in the admin center:
If you're managing Dynamics 365 environments across multiple stages (Dev → Test → Prod), this toggle is a quiet but effective tool to help manage SLA noise during implementation and testing phases.
Top comments (0)