We have a requirement where the SLA timer is needed on the home grid of a case. Our current solution is for a Flow to iterate through open cases every 2 minutes, calculate their response due time and then update the case record but this smashing through our flow runs and is very slow. Ideally I would like to write some JS to run and calculate the response times when the grid is refreshed however there is no way I know to place procedurally generated text on a column. Below is how the system solution currently looks, ideally I would like it to look similar, minus the flow in the backend.
Any ideas appreciated.
Hello Zach,
Have you tried to create a calculated field for this purpose?
In theory this works yes but you cannot sort the resulting data on the calculated field so this won't work for our requirement.
Zach,
You are right but only partially because datasets can be sorted based on the calculated fields excluding following cases:
A calculated field that contains a field of a parent record.
A calculated field that contains a logical field (for example, address field).
A calculated field that contains another calculated field.
More information on calculated fields is available here - docs.microsoft.com/.../define-calculated-fields
Yes I am aware of that however this calculated field relies on the related record SLA KPI Instance for the failure time and status therefore you cannot sort this result, here in lies my issue.
Any chance you can transfer the data from related SLA KPI instance to case's new custom field (standard, non-calculated) using plugin/workflow and use that field for the calculation instead?
I have set this up so the calculated field is only referencing itself, see SC
So you already implemented copying of the fields from SLA KPI instance to your case and used case's fields to calculate "Response Due Sorting" and it still doesn't allow to use field in sorting? If this is a case I would recommend to open an incident with Microsoft and ask for clarification why it doesn't work the way it was described.
I have logged a case with MS thank you for your suggestion, if it wasn't for this sorting issue it would be the perfect solution!
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