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I have read the following thread https://community.dynamics.com/crm/f/microsoft-dynamics-crm-forum/151317/resolve-by-days/959877 on use of SLA, working hours etc. We understand how this works now, so thanks to the poster.
We have set our Warn/Fail after to 9/10 days and our WorkingTime to 24 hours. This works great if cases are raised on a normal day or there is no bank holiday in the SLA period.
If a case is raised (see below for examples) on Saturday or on a day 1 week prior to a bank holiday, the resolve by time is set to 11th working day at 0:00.
Case raised 17/9/19 14:10 no bank holiday,. Resolve by 1/10/19 14:10
Case raised 17/9/19 14:13 Bank holiday 24/09/19. Resolve by 2/10/19 0:00
Case raised 17/9/19 14:15 Bank holiday 23/9/19. Resolve by 2/10/19 14:15
Case raised 17/9/19 14:19 Bank Holiday 1/10/19. Resolve by 2/10/19 14:19
We have tried to understand this. Can anyone explain what is going wrong please
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Mohamed Amine Mahmoudi
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Victor Onyebuchi
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