Apply an SLA to a case in a Plugin / SDK

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Posted on by ChrisH5491

I have this scenario with SLA's where I want to apply the SLA to the case in the case creation plugin based on the contact's time zone.

So, I have setup 2 SLA's, one for EST and one for PST working hours.

Scenario 1:

Contact is in US Eastern Time Zone, so I want to apply the SLA with working hours from 8am - 5pm ET.

Scenario 2:

Contact is in US Pacific Time Zone, so I want to apply the SLA with working hours from 9am - 5pm PT

This is useful so that the customer in the ET gets paused at 5pm ET and starts again in the morning, and similarly for the customer in the PT.

I can see in the SDK where you can create a new SLAKPIInstance and associate that with the regarding case / incident, but I can't see where the relationship between that instance and the SLA it selects is.

I've reviewed the entitlements way to do this, but that could cause a lot more maintenance because you have to apply it to ALL your account or contact records, of which we have many thousands.

Seems like you should be able to query the appropriate SLA record, then apply it to the case when it gets created?

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ChrisH5491 20 on at

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I did a little more research, and I think I came up with a plan to make this work.

1. Create an SLA for East and West Coast

2. Create an Entitlement for East and West Coast, and set the number of cases to 9,999,999. Associate each with the appropriate SLA

3. In the plugin code for a new incident, put something like this in.

Entitlement _e = new Entitlement(); // TODO: Insert some code here to determine contact's time zone and select the right entitlement _e = _crm.EntitlementSet .Where(e => e.StateCode.Value == EntitlementState.Active) .Where(e => e.Name == "Ticket Entitlement (EST)") .FirstOrDefault(); if (_e != null) { UpdateNeeded = true; Incident.Entitlementid = new EntityReference(Entitlement.EntityLogicalName, _e.Id); }

Basically you can lookup and set the entitlement for the case based on the time zone, which applies the appropriate SLA.

I haven't worked out if I will still have to have entitlement for each Account record, but that won't be as bad as having it for each contact.

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Community Member on at

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and what did you put in 'main customer' of the entitlement (which is a mandatory field) ??

thanks.

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Siraj M on at

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Hi Chris,

Instead of updating the entitlementid, you can retrieve all your SLA's and set the appropriate SLA guid to slaid field in Incindent entity

Regards,

Siraj

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Sachin Dev Gupta on at

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Can I retrieve SLAid in CRM 2015 and assign a new SLA to incident?

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