Check out the latest Customer Service updates!Learn about the key capabilities and features of Dynamics 365 Customer Service and experience some of the new features.
Download overview guide | Watch Customer Service video
2020 release wave 1 Discover the latest updates and new features to Dynamics 365 planned through September 2020
Release overview guides and videos Release Plan | Preview 2020 Release Wave 1 Timeline
Ace your Dynamics 365 deployment with packaged services delivered by expert consultants. | Explore service offerings
Connect with the ISV success team on the latest roadmap, developer tool for AppSource certification, and ISV community engagements | ISV self-service portal
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance TechTalks | Customer Engagement TechTalks | Upcoming TechTalks
Requirement : When the Stage Changes SLA should restarts based on the SLA item of a Custom Entity.There is a Option set Value with two values On_Hold and In Progress.
When the user Clicks on On_Hold then SLA should Paused and if it is In Progress then SLA Timer should continues.
Issue : When the option set Value is On_Hold then I can see the label as Paused but the Timer is running in background.When I move to next stage the timer value = Failure Time + On hold time of previous Stage.
Created an SLA with multiple SLA item and Applicable From is Custom Date-time Field.Also created a status reason called On Hold. There is a field called Active Stage Name which populates Current Stage Name from BPF. When stage changes workflow will trigger and Populates Custom Date-time with Process Execution Time.When the User selects On Hold then Workflow triggers and Status Reason changes to On Hold and Timer need to be Paused and In Progress Timer continues (not working).
Please see if this document helps:
Create a record during working hours. Pause the record during working hours. Resume the case during working hours. Timer is not working properly.
Business Applications communities