Hello Community,
wasn't able to find anything so far regarding this, so I thought I'd ask if someone had a better idea than "ask MS Support".
Situation:
We're using Customer Service (in the Cloud) and we've built our incident management in there. Right now, we are using a mix of new and old records to measure our KPIs:
Entitlements are configured per customer, e.g. "Customer Y - 24/7*4h", using 11 different SLA configurations
SLAs use the "Enhanced SLA" that's about to be deprecated in October. I've just run the Migration Tool (Migrate automatic record creation rules and service-level agreements | Microsoft Docs) for those, expecting the entire thing to be migrated and replaced - however all it does is create new SLA records with the new tech used - but all our entitlements are still using the old SLAs.
Is there a way to also migrate those to the new SLA records? Mass Editing seems to be disabled for this entity for some reason (Thanks, MS).
