Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Dynamics 365 Community / Forums / Microsoft Dynamics 365 | Integration, Dataverse... / Custom time on SLA's
Microsoft Dynamics 365 | Integration, Dataverse...
Suggested answer

Custom time on SLA's

(0) ShareShare
ReportReport
Posted on by MinotaurGB 8
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.
  • MinotaurGB Profile Picture
    MinotaurGB 8 on at
    Custom time on SLA's
    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.
  • Suggested answer
    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Custom time on SLA's
    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

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

Top 10 leaders for November!

Congratulations to our November super stars!

Tips for Writing Effective Suggested Answers

Best practices for providing successful forum answers ✍️

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,269 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,198 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Get batch job history log from D365 FO to Power Automate

Product updates

Dynamics 365 release plans