Plugin to trigger when the current time is Exceeds the failure time of sla

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Hello Experts,

I have a requirement that the plugin should trigger then the current time exceeds the failure time of SLA.

The functionality of the plugin is to make the "Met SLA Resolution" field(Two options field-Check box) to check as "Yes" , if once the current time exceeds the Sla Failure time.

For more clarification , i am attaching the screenshot of my case record form .

8836.sample.png

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Xiaoying Guo on at

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Hi @Jakkani,

Based on your description of the issue, it looks like a requirement for Dynamics 365 for Customer Service instead of Dynamics 365 AI for Customer Service Insights. I'll move your post to the Dynamics 365 for Customer Service forum to get experts in that area to help you.

Thanks!

Xiaoying
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Adrian Begovich 1,032 Moderator on at

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Hi Jakkani,

Create a plugin that runs on update of the "Current Time" and "Failure Time" fields in the case entity. In the plugin, you will need to compare the values in these fields and set the "Met SLA Resolution" field to "Yes" if the "Current Time" value exceeds the "Failure Time" value.
LeoAlt 16,341 Moderator on at

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Hi Jakkani,

You should create a plug-in to update the "Met SLA Resolution" field if the current time exceeds the SLA Failure time and register this plug-in with Pre-update.

Here is a sample about how to write plug-in to update entity.

https://crmbook.powerobjects.com/extending-crm/plug-in-development-and-workflow-extensions/plug-ins/developing-a-plug-in/

Hope it helps.

Best Regards

Leo