Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Custom Column Data on ...
Service | Customer Service, Contact Center, Fie...
Suggested answer

Custom Column Data on Home Grid

(0) ShareShare
ReportReport
Posted on by Zach Smallbone 5

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.

Annotation-2020_2D00_01_2D00_16-103715.png

Any ideas appreciated.

  • Zach Smallbone Profile Picture
    Zach Smallbone 5 on at
    RE: Custom Column Data on Home Grid

    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!

  • Suggested answer
    a33ik Profile Picture
    a33ik 84,323 Most Valuable Professional on at
    RE: Custom Column Data on Home Grid

    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.

  • Zach Smallbone Profile Picture
    Zach Smallbone 5 on at
    RE: Custom Column Data on Home Grid

    I have set this up so the calculated field is only referencing itself, see SC

    Annotation-2020_2D00_01_2D00_20-163141.png

  • Suggested answer
    a33ik Profile Picture
    a33ik 84,323 Most Valuable Professional on at
    RE: Custom Column Data on Home Grid

    Zach,

    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?

  • Zach Smallbone Profile Picture
    Zach Smallbone 5 on at
    RE: Custom Column Data on Home Grid

    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.

  • Suggested answer
    a33ik Profile Picture
    a33ik 84,323 Most Valuable Professional on at
    RE: Custom Column Data on Home Grid

    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

  • Zach Smallbone Profile Picture
    Zach Smallbone 5 on at
    RE: Custom Column Data on Home Grid

    In theory this works yes but you cannot sort the resulting data on the calculated field so this won't work for our requirement.

  • a33ik Profile Picture
    a33ik 84,323 Most Valuable Professional on at
    RE: Custom Column Data on Home Grid

    Hello Zach,

    Have you tried to create a calculated field for this purpose?

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

Top 10 leaders for November!

Congratulations to our November super stars!

Tips for Writing Effective Suggested Answers

Best practices for providing successful forum answers ✍️

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,280 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,235 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans