Can not get enhance SLA timers to show on case form

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Posted on by G.Vetere

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I'm trying to get the nice looking timers to show on my case form:

I can only get the old style to show.

I've created a SLA, SLA Item and SLA KPI records for Resolve By (CSA have 16 hours - 2 work days to resolve the case) - I also set the working times

SLA

SLA Item

SLA KPI

Form setup:

Form looks like:

I used this guide to set them up: docs.microsoft.com/.../add-timer-control-case-form-track-time-against-sla

I've notice that KPI instances are not getting created with the case, so I maybe missing some thing ?

I will be very greatful for any hlp!

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Community Member Microsoft Employee on at

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RE: Can not get enhance SLA timers to show on case form

Hi Partner,

Can you click Yes under "Did this answer your question?" to close this thread if my answer is helpful.

Thanks in advance!:)
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Community Member Microsoft Employee on at

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RE: Can not get enhance SLA timers to show on case form

Hi G.Vetere,

1.Yes, You need set the SLA as default.

https://docs.microsoft.com/en-gb/dynamics365/customer-service/define-service-level-agreements#set-an-sla-as-the-default

2. If your SLA uses business hours then you should calculate the time in hours and enter it that way in CRM. e.g. 2 days = 8 x 2 = 16 hours, so type in 16 hours into CRM.

Result:

You can refer following link for more details:

Gonzalo Ruiz - Dynamics CRM: CRM SLA Failure and Warning times, not what you would expect! (gonzaloruizcrm.blogspot.com)
G.Vetere 310 on at

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RE: Can not get enhance SLA timers to show on case form

Thanks for reply,

I just updated the properties as you described and it worked, I then added a new SLA (First Reponse Sent) and it stopped working, i figured out you had to set the SLA as default.

Another question, the Resolve By time looks wrong, it says 7 days 20 hours, but I put 2 days as the failure time (2 work days - 16 hours) to resolve, do you know why this is happeneing?

SLA Item
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Community Member Microsoft Employee on at

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RE: Can not get enhance SLA timers to show on case form

Hi G.Vetere,

Based on following document, the icons are updated for the different stages that the KPIs go through if your administrator has configured to display the statuses of the configured SLA KPIs by using the SLA Timer control subgrid.

Track and manage SLAs in Customer Service Hub | Microsoft Docs

So you to check all three options for the 'SLA Timer' control.

But you still select original control in your seventh screenshot.