Adding an SLA KPI instance's Failure Time field to a Case Form

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Hello,

While working on the Customer Service Workspace I've got a task that sounds simple:

On a case form, add a field that shows the failure time of that case from the SLA KPI instance (measures from Created On to First Response).

In the same form I already have a working SLA Timer that shows the correct remaining time, also, in the Active Cases view there is a column called Failure Time (First Response By KPI) which shows the correct time.

In the case form itself it appears it is impossible to add a field from another entity, even if the entity is related to the case.

Help will be appreciated!

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Community member 4 on at

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Adding an SLA KPI instance's Failure Time field to a Case Form

It worked,

Thank you Leah!

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Leah Ju Microsoft Employee on at

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Adding an SLA KPI instance's Failure Time field to a Case Form

Hi Partner,

Yes.

You can't add one field from another entity into current entity's form, which is by-design.

1.Quick view form.

The 'Failure time' field is from 'SLA KPI Instance' entity, and this entity has 1:N relationship with case entity.

Though you can't add this field to case form directly, you can show it in case form through quick view form.

https://learn.microsoft.com/en-us/power-apps/maker/model-driven-apps/create-edit-quick-view-forms

--Creating one quick view form on 'SLA KPI Instance' entity, and add this 'failure time' field.

--Then add quick view control to show it in case form.

2.Create one new field in case entity, and copy value from 'failure time' field.

I hope you can mark my answer verified if it is helpful! If you have any questions, please feel free to contact me.
Regards,
Leah

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