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I was wondering if we can extend the time of SLA instance for only one case record manually , is this possible ?For example, I have SLA item configured to fail after 4 days , but for one case I want to extend this to be 5 days , Is it possible ? what options do I have?
Thank you
Hi Khaled,
Unfortunately, you cannot manually change the failure time of a case record on a sla item that has already been created and applied.
Maybe you can create another sla and configure the sla item that fail after 5 days,Then apply the new sla manually for only one case record.
https://learn.microsoft.com/en-us/dynamics365/customer-service/apply-slas?tabs=customerserviceadmincenter#apply-slas-manually
https://nishantrana.me/2019/07/24/apply-sla-choosing-the-sla-in-the-sla-lookup-field-for-the-sla-enabled-entities-in-dynamics-365-ce/
There is one lookup field named 'SLA' in case entity, you can add the field on the form and select the appropriate SLA, and that selected SLA will be applied to that record.
If you don't want to create new SLA, you can create new sla item on the original sla:
--Create one custom field on case entity, then use the new as condition on 'Applicable When' of new sla item:
Go to Settings > Customizations. Select Customize the System. In the solution explorer on the left pane, expand Entities, expand the Case entity, and select Forms. To add the timer to the form so the customer service representatives can use it in Customer Service Hub, open the case form of type Main
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