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Microsoft Dynamics CRM (Archived)

SLA for Queue item

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Posted on by Alok Singh

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Hi All,

I have a requirement for one of my client where a email has been configured for a queue.

Whenever emails comes to that email Id, those mails are getting diverted to one of Queue in D365.

Now my clients wants to create a SLA where if the email is in the same queue for more than 24 Hrs, wants to notify Queue owner.

I checked that for Queue and Queue items SLA cant be configured , is there any other ways to meet this requirement?

Thanks

Alok

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Neil Parkhurst 10,727 User Group Leader on at

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Rather than using an SLA ..... Have you considered creating a workflow on create of the queue item. Which includes a wait for 24 hours. Then checks the status of the queue item and sends an email? (Would that meet your requirement?)

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