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18I’m looking for best practices on tracking Case Handling Time in Dynamics 365 using the Time Tracker table. In one of my environments, time tracking works automatically, and a Final_TotalTime record is created when a case is closed. However, in another environment, this does not happen, and I need to manually calculate the total handling time.
My questions for the community:
- How do you track Case Handling Time? Do you rely on Time Tracker, Power Automate, custom calculations, or another method?
- Does your system automatically generate a "Final" time record when closing a case? If so, was this set up manually (via Power Automate or a plugin), or does it happen by default?
- Are there any built-in Dynamics 365 features or configurations that handle case time tracking without needing a custom flow?
- How do you display total handling time in a case form? Do you store it as a calculated field, use a dashboard, or another approach?
I would love to hear how others are handling this in their CRM environments. Any insights or recommendations would be greatly appreciated!
Thanks in advance!
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