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SLA Functionality

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Posted on by sandeepc

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Can we report like where we have 5 cases and 2 pause and when we run report

i should be able to know which are paused and which are working and how long can we run it

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Michel van den Brink 4,697 on at

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Yes you can.

Create an Advanced Find query based on the entity 'SLA KPI Instances', that is where the current status of specific KPIs and Cases is stored.

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sandeepc 5,514 on at

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@michael can you please send me the querry /criteria to check which are paused and which are working

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sandeepc 5,514 on at

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and mainly how long we can run it

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gdas 50,091 Moderator on at

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Hi,

Go to Advanced find --> Select SLA KPI Instance entity --> where Status = Paused.

Add all the necessary column by using Add columns . Regarding is your case Name.

Here is the query with condition "pause"

<fetch version="1.0" output-format="xml-platform" mapping="logical" distinct="false"> <entity name="slakpiinstance"> <attribute name="name" /> <attribute name="status" /> <attribute name="regarding" /> <attribute name="failuretime" /> <attribute name="warningtime" /> <attribute name="succeededon" /> <attribute name="slakpiinstanceid" /> <attribute name="createdon" /> <attribute name="createdby" /> <attribute name="computedwarningtime" /> <attribute name="computedfailuretime" /> <order attribute="name" descending="false" /> <filter type="and"> <condition attribute="status" operator="eq" value="3" /> </filter> </entity> </fetch>

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Michel van den Brink 4,697 on at

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Hello sandeepc,

As Goutam also mentioned

In Advanced Find select the 'SLA KPI Instances' entity from the 'Look for' drop down

If you only want to see the Paused items, enter [Status] [Equals] [Paused] as your query

This will show you only the paused items. You can select any other Status to create an overview of the other items, with a different status or even select multiple status.

If you find you are missing essential information, click the 'Edit Columns' button to add columns from either the SLK KPI Instances themselves or from the related entities.

To run your query, click the red exclamation mark (!) labeled 'Results'

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sandeepc 5,514 on at

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@michel can we now how long that particular case is running? like i have resolve in time =59 days 24h 38m 40 seconds something like that . can i know that. if yes how. will make it answer as marked as verified

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Michel van den Brink 4,697 on at

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Hello,

Unfortunately, out-of-the-box there is no method to use Advanced Find to display the current value for the SLA KPI Timers.

This timer is always calculated on demand when you open a Case.

You could create an Excel Template with an estimate of this timer using Excel formulas. (EDIT: I posted an example of this in my next post, below)

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/marketing/manage-excel-templates

Otherwise you may want to look at a ThirdParty plug-in/add-on that calculates this time for you and stores it in a custom field.

My company (MindsUnited) offers such an add-on if you are interested.

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sandeepc 5,514 on at

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How to calculate Stage durations for Business process flows?

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Michel van den Brink 4,697 on at

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Here is an example of that Excel Template I mentioned

https://partnerassets.blob.core.windows.net/templates/SLA%20Estimated%20Time%20Elapsed.xlsx

I used this formula to add an additional column (the green one) which estimates the time elapsed:

=IF(AND([@Status]<>"Noncompliant";[@Status]<>"Success");NOW()-[@[Created On]];IF(ISBLANK([@[Succeeded On]]);[@[Modified On]];[@[Succeeded On]])-[@[Created On]])

See this article on how to upload this template to Dynamics:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/marketing/manage-excel-templates#step-3-upload-the-template-and-share-with-others

For your question about Business Process Flows, what exactly are you trying to calculate? Other than the calculation that you already pointed out?

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sandeepc 5,514 on at

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@Michael

i have an 3 stages in case form

identify ,research,resolve

it is taking time . so is it possible to know how much time is that taking like is that business process flow running every 5 mins???

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