I have defined advanced SLA in dynamics 365 . when i change the status of a case to ' on hold ". The SLA counter doesn't stop.
So my question is how I can pause /resume an SLA in dynamics 365 services.
Hi
After paused SLA in hold status. Not starting SLA further when changing status in progress, waiting for details, researching the case. I have changed to priority as well. Could you please help on this.
Thank you
Vetrivel G
You may find this post useful, here I describe the SLA functionality including calendars and deciding when to pause the SLA.
neilparkhurst.com/.../mb2-718-certification-microsoft-dynamics-365-customer-service-manage-slas
Essentially you can edit which status values shoudl hold the SLA in system settings.
Hi,
Only Enhanced SLA can be Paused.
1.Go to Settings –> Administration –> System Settings –> Service
2.Select the Entity for which SLA is Created. (I have Created SLA for Case so I will select Case from that list).
3.Now from Available Values select that Status that will Pause SLA. Now Select “On Hold”.
4. Go to Case entity, choose a record and select the Status = ‘On hold’ and Save.
SLA is Paused now.
Hope it helps.
BR,
Judy
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Appreciate to Mark it as Answer if it helps.
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