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Today I have observed a strange issue while using timer control in crm 2015, By Doing below SLA Configuration every thing is ok, but the timer appears on the case form is misleading.
Our SLA is set in Hours , ie, Failure Time is 16 hours From SLA Start Date. We have Configured Business Hours as below.
SLA Config is as below
Now, The SLA failure Time in Case is calculating as per the business work hours. But the Resolve in Timer is not considering the business work hours.
The Time ideally should show... 16 hours left to complete the SLA.
Is there any workaround for this issue. This is misleading to users that their sla is 3 days to complete. as per the configuration built it should show, 16 hours ticketing time.
Can any one help me suggest on this issue.
Thanks in Advance.
Have you been able to resolve this issue? I have the exact same issue, the timer control is not taking the working hours defined in the crm to make calculations, it takes from 8am to 6pm by default.
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