Dynamics Values in SLA Success Criteria

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Posted on by CRMDynamicComm

Hi,

I want to give dynamic values in SLA success criteria? How should I give.

My success criteria is "after a scrutiny date" . The "scrutiny date" is a custom date which is populated, based on some logic, whenever a case is created. This scrutiny date is different for every case. So, in the SLA criteria I want to give dynamic field, rather than any static date

Thanks

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Johnny Gong 6,482 Moderator on at

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RE: Dynamics Values in SLA Success Criteria

Hi CRMDynamicComm,

SLA Item Success criteria usually be triggered once one request was satisfied like 'First Response Sent' equal to 'Yes'. It will become failure if the filed have't been changed to specified value within the required time.

So do you mean the case SLA Item will be failure when the case relate 'scrutiny' filed haven't been changed within dynamic 'scrutiny date' like following screenshot's 'Failure after'?

If it is , this cannot be realized as the 'Failure After' condition is by design which cannot monitor within dynamic time field.

Regards

Johnny

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