SLA not working with business hours

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Posted on by Aminovski

Hello all,

I am working with Dynamics CRM 2016 on-premise (V8.1). I have an SLA which was working well. The customer asked us to add "Customer service calendar" so that non-working days would not be calculated within the SLA duration.

The trouble is, each time I add a customer service calendar to the SLA, this one does not work anymore. The SLA is not instantiated when the event occurs. And once I remove the work hours (empty opening hour lookup field in the SLA form), the SLA is instantiated normally.

The question is: is that a known Microsoft bug? Does anyone know a solution for this issue?

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gdas 50,091 Moderator on at

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RE: SLA not working with business hours

Hi Amine,

Please check whether you have created holiday schedule and assign it to the weekly schedule.

Also please share screenshot of weekly schedule days.
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gupta.ambar2009@gma... 797 on at

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RE: SLA not working with business hours

Hello ,

Please cross check SLA filed available in the form .

By default it will be hidden ,make it visual true and then check the populated SLA value .

i understand if this field has value after created the record then SLA should also apply