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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Dynamics SLA
Microsoft Dynamics CRM (Archived)

Dynamics SLA

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Posted on by Euan 90

Hello,

I am in the middle of setting up our SLAs for our service desk. My query is this, when the agent places a phone call or sends an email relating to a ticket how can I get Dynamics to update the First Response Sent field so that the timer stops?

Thanks,

E.

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I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    Use a workflow to automate your business logic when those activities are completed.

  • Euan Profile Picture
    Euan 90 on at

    I wondered that. I have tried to do this but I cannot find any good documentation on how to automate using tasks and emails etc could you point me in the direction of any?

  • Suggested answer
    DH kumar CRM Profile Picture
    DH kumar CRM 1,345 on at

    Hi,

    pls refer this post which may help and create a business rules to stop the timer if first reponse is done. community.dynamics.com/.../dynamics-crm-2013-part-iii-service-management-sla-39-s.aspx  

    crmmongrel.blogspot.in/.../dynamics-crm-2013-service-level.html  

    Hpe this may helps...

  • Euan Profile Picture
    Euan 90 on at

    Hi there thank you for this. I have followed this but an action by a agent like an email or a note or a phone call entry does not stop the clock. What process of workflow do I need to stop the SLA clock?

  • Suggested answer
    DH kumar CRM Profile Picture
    DH kumar CRM 1,345 on at

    Hi,

    Pls check this for stop clock...

    garethtuckercrm.com/.../new-in-crm-online-spring-14-service-pack-1-leo-slas

    blogs.msdn.com/.../crm-4-0-workflow-turning-inaction-into-action.aspx

    Hope this may helps...

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