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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / SLA and warning time o...
Service | Customer Service, Contact Center, Fie...
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SLA and warning time options

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Posted on by Cat_Car 174
Hello,
I would like to know in the SLA, if it is possible to add more options in the "Warn After or Failure After" fields. I notice that is stops at 3 days.
When I go see in the SLA item table, that field is a Duration format and I do not see the options of time frames that I see in the SLA form itself.
 
    
 
Can anyone help me on this?
Thanks
 
Cat_Car
Categories:
Dynamics 365 Customer Service
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  • Verified answer
    Ramesh Kumar Profile Picture
    Ramesh Kumar 7,527 Super User 2025 Season 2 on at

    Navigate to the SLA Item:

    • Go to Service Management > Service Level Agreements in the Customer Service Hub.
    • Open the SLA you wish to modify.
    • In the SLA Items section, select the SLA Item you want to configure.neilparkhurst.comcommunity.dynamics.com
    Enter Custom Durations:
    • In the Warn After and Failure After fields, click into the field.
    • Manually type the desired duration (e.g., "5 days", "10 hours").
    • Ensure the format is correct (e.g., use "days", "hours", or "minutes" as appropriate).
    Save and Activate:
    • After entering the custom durations, save the SLA Item.
    • Activate the SLA to apply the changes.
     
     
    Thanks
    Ramesh
     
    If this was helpful, please check the "Does this answer your question?" box and mark it as verified.
     
     
  • Cat_Car Profile Picture
    Cat_Car 174 on at
    Thank you so much!
    It worked like a charm.
     
    Greatly appreciated.
     
    Cat
  • Ramesh Kumar Profile Picture
    Ramesh Kumar 7,527 Super User 2025 Season 2 on at
    Welcome! 😊 Happy to help!
     
    Thanks
    Ramesh

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