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Custom time on SLA's

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Posted on by MinotaurGB

Hi,

We have requirement for SLA to have a custom time, rather than using the OOB time. For example on our Customer cases, if a case is created at 1pm and the first response SLA is 10 days, the timer needs to end at the end of the 10th day (midnight of that day) rather than 1pm (cases creation time +10 days). Can this only be achieved via a plugin ? Or are there other ways to manipulate the OOB time or customer the time via a power automate flow ?

Any advice is appreciated.

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RudyZhang Microsoft Employee on at

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Hi,

We have analyzed your requirements and according to the official documentation, you can customize the time calculation of SLA KPIs to meet your needs.

Please refer to the official documentation in the link below.
https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-sla-custom-time-calculation

Of course, this requires some knowledge of the Dynamics 365 plug-in, and you can consult with the IT staff in your organization.

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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MinotaurGB 16 on at

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Hi Rudy, thanks for your reply.

I have aware of the link you posted as it suggests using a Plug In.

What I am trying to ascertain, is there a way using the OOB time or maybe using a power automate flow ?

Thanks.

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