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Dynamics Hours in a day for Case Resolution - Entitlements

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Posted on by Community Member Microsoft Employee

Hi, We are using Entitlements in Dynamics CRM to keep track of amount of time a customer uses on support cases. For example they purchase 10 days support and with each case closed the amount of time used is deducted from their 10 days. The issue we are having is when a case is in multiples of days. When a case is closed with a time of 1 day it is deducted 24 hours from their support time rather than our defined working day of 7.5 hours. There are various calendars with the system, but we can't find the appropriate place to update so that entitlements are currently calculated to this 7.5 hours. Thanks in advance.

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Alex Fun Wei Jie 33,626 on at

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RE: Dynamics Hours in a day for Case Resolution - Entitlements

Hi,

There is no way you can change this, train your user to key in 7.5 hours in the billable time instead of 1 day.