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Stoping SLA till followup date

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Hi Team,

We want to stop SLA timer till mentioned followup date on case form. Could you help me for same?

Thanks,

Mayur

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Harish M Microsoft Employee on at

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Hi Mayur,

Please refer to the below link on enabling the SLA pause option.

community.dynamics.com/.../how-to-pause-sla-in-dynamics-365

Once you select the on-hold status for the case entity to pause the SLA calculation, create a workflow/plugin to change the status of the case to on-hold until follow up date passed.

Best Regards,

Harish M

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Hi Harish,

Could you help me to build workflow which will trigger on particular date?

Thanks,

Mayur

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Harish M Microsoft Employee on at

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Hi Mayur,

For your requirement, the workflow should trigger either when the record is created or on Record Field Change (Follow up Date) and timeout until the follow up date is met.

You should create a workflow as below, here i have used followup by field instead of which you can use Follow Up Date field on the case form

Step 1. Add step Wait Condition and select Process from Local values and set up the criteria as below

Step 2. Add step -> Change Status - Update the Status value to On Hold.

Hope this helps!

Best Regards,

Harish M

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums

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