Issue related to SLA countdown Timer in MS CRM 2016 On Premise

(0) Share

Report

Posted on by Chetankumar

When I set the case status as ‘Waiting for Details’ the SLA Timer get Pause, but the countdown(Resolve By Timer) still runs in the background. I'm using MS CRM 2016 on premise version 8.1. Thanks in advance.

Please check below screenshot.

361305.Capture.PNG

*This post is locked for comments

I have the same question (0)

All responses (9)

Answers (0)

Alex Fun Wei Jie 33,628 on at

Like (0)

Report
Copy link

Link copied!

Hi,,

what countdown do you means? can you show us the picture?

Was this reply helpful? Yes No
Chetankumar 5 on at

Like (0)

Report
Copy link

Link copied!

I have updated the question with the screen shot.

Was this reply helpful? Yes No
StefanS365 3,575 Most Valuable Professional on at

Like (0)

Report
Copy link

Link copied!

Hi,

If you set the form in edit mode and open the properties of the timer control, can you share a screen shot of these settings?

Was this reply helpful? Yes No
Chetankumar 5 on at

Like (0)

Report
Copy link

Link copied!

Please check below screen shot of Timer control settings.

Was this reply helpful? Yes No
Suggested answer

StefanS365 3,575 Most Valuable Professional on at

Like (0)

Report
Copy link

Link copied!

Hi,

You should use the Status Reason (instead of Status) as data source in the Timer control settings.

Was this reply helpful? Yes No
Chetankumar 5 on at

Like (0)

Report
Copy link

Link copied!

Hi Stefan,

I have already tried with Status Reason field as data source, but no use.

Thanks :)

Was this reply helpful? Yes No
Suggested answer

StefanS365 3,575 Most Valuable Professional on at

Like (0)

Report
Copy link

Link copied!

Hi Chetan,

But the combination of Status and Waiting for details doesn't make sense. There's no Status with that name.

I'm able to use the Status Reason as data source to successfully pause the time control.

Was this reply helpful? Yes No
Chetankumar 5 on at

Like (0)

Report
Copy link

Link copied!

Hi Stefan,

The Status field I'm using is the Custom field.

I'm using MS CRM 2016 on premise version.

The Timer shows the status as Pause, but the Countdown still runs in the background.

Suppose, if I pause the SLA for 10 minutes on 2 hours 55 minutes 30 seconds, after 10 minutes the SLA should resume on 2 hours 55 minutes 30 seconds, but after 10 minutes when I resume the SLA, it shows the 2 hours 45 minutes 30 seconds.

Thanks :)

Was this reply helpful? Yes No
Suggested answer

StefanS365 3,575 Most Valuable Professional on at

Like (0)

Report
Copy link

Link copied!

Hi Chetan,

This is how the time control works.

The timer control is designed to visually show the current state or show the remaining or elapsed time relative to the date and time as specified in the Failure Time field of the SLA KPI Instance. It doesn’t calculate or keep track of the time for which the Pause condition is true.

Source: docs.microsoft.com/.../add-timer-control-case-form-track-time-against-sla

Was this reply helpful? Yes No