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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Calculate SLAs where A...
Service | Customer Service, Contact Center, Fie...
Suggested answer

Calculate SLAs where Applicable From Value is in the past

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Posted on by Chris65 5

Hi all,

I have configured a custom SLA for a custom entity in my solution. I have used a custom field for the Applicable From Value - however when the field is set to a date in the past the Applicable From Value uses the 'Created On' field. If the field is today's date or greater it performs as expected.

Am I missing something here? E.g. if I create a new record and set the custom date field as 1st August 2020 and the SLA is 10 days, I'd like to show the Failure date as 10th August.

Many thanks in advance!

  • Pankaj Gogoi Profile Picture
    Pankaj Gogoi 3,177 on at
    RE: Calculate SLAs where Applicable From Value is in the past

    Hi Chris,

    I too observed that with Business Hours the SLA is calculated from the created on instead of the custom date. If it serves your requirement, then you can have two SLA items, one with Business Hours and one without Business Hours.

    Create a two option field and if the Custom date is less than today's date set the field as Yes and if it is greater than set it to No. Create two SLA Items and have business hours if the two option is No, else keep the business hours empty.

    Hope this helps. Good Luck

    Best Regards

    PG

  • Suggested answer
    venkatsr Profile Picture
    venkatsr User Group Leader on at
    RE: Calculate SLAs where Applicable From Value is in the past

    Try with roll up field instead of normal field.

  • Chris65 Profile Picture
    Chris65 5 on at
    RE: Calculate SLAs where Applicable From Value is in the past

    Hi Pankaj,

    Thank you again and I have reviewed the articles.

    The business hours are set to a 9 hour day, Monday to Friday, excluding Saturday and Sunday.

    The SLAs are set in hours rather than days to accommodate this.

    The SLA calculates perfectly if the Applicable From Value is set for today's date or a future date.

    The SLA does not calculate perfectly if the Applicable From Value is a date before today's date. If it is before today's date it just calculates it from the current date even though the Applicable From Value is in the past.

  • Pankaj Gogoi Profile Picture
    Pankaj Gogoi 3,177 on at
    RE: Calculate SLAs where Applicable From Value is in the past

    Hi Chris,

    Thank you for the update.

    SLA is calculated based on the business hours and business closure that you define.If you don't specify Business Hours, then it will treat your working day as 24/7.

    Here is the formula

    Resolve By =  (failure tolerance days) + CreatedOn

    With Business hours

     8 working hours on Monday until Friday

    Resolve By = (24 hours / working hours * failure tolerance days) + CreatedOn

    Can you refer to the link and see if your hours are set during the weekends?

    https://docs.microsoft.com/en-us/dynamics365/customer-service/create-customer-service-schedule-define-work-hours

    Here is a nice explanation of SLA, hope this helps

    http://missdynamicscrm.blogspot.com/2015/02/sla-fields-first-response-by-and-resolve-by-values-crm-2013-2015.html

    Best Regards

    PG

  • Chris65 Profile Picture
    Chris65 5 on at
    RE: Calculate SLAs where Applicable From Value is in the past

    Hi PG,

    A further development. Business hours is affecting this, it works when I take out business hours but doesn't account for weekends annoyingly. Accounting for weekends is a key requirement in SLAs.

    Any ideas?

  • Chris65 Profile Picture
    Chris65 5 on at
    RE: Calculate SLAs where Applicable From Value is in the past

    Thank you for your reply.

    It is neither, I set it up as a custom SLA.

    The Applicable From field value is updating in accordance with my custom field (e.g. if I select 1st Aug, the Applicable From field is also 1st Aug).

    Business hours are 8-5 (9 hours) each day.

    What's happening is that the SLA date in the future is calculated from today's date, not the applicable from field.

  • Pankaj Gogoi Profile Picture
    Pankaj Gogoi 3,177 on at
    RE: Calculate SLAs where Applicable From Value is in the past

    Hi Chris,

    Is it a Response SLA or Resolve SLA? The start time is determined by the Applicable From field value. What is your Business Hours? If you select a past date and which is outside of the Failure After days, you should get the value as Expired.

    Best Regards

    PG

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