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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / SLA Calculation
Microsoft Dynamics CRM (Archived)

SLA Calculation

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Posted on by Baren 445

Hi,

Hope someone can help me on this issue.

I have setup enhanced SLA in Dynamics CRM 2015 on a on-premise environment for a Middle East customer. It works fine when I don't have the Business Hour but shows wrong timer when business hour is added. e.g. for the SLA with 3 days as the failure it shows 12 days on the timer. For business hour, I have defined working hours of 9 hours with 1 hour break. Could anyone help me how to resolve this issue?

Thanks in advance and appreciate your help

Baren

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  • Verified answer
    Royal King Profile Picture
    Royal King 27,686 on at

    Whatever time period system shows is correct based on your SLA configuration.

    Here is how 12 days is calculated

    SLA set to fail :  3 days  =  3* 24 hours = 72 hours total

    Your working hours is 8 hours per day so when system calculates SLA Failure date it calculates 8 hours per day  so out of 12 days may be you have excluded Saturday and Sunday from working days , so it becomes 12 days to get  72 hours in total.

    Set your SLA failure in hours in order to show correct date in SLA calculated date. For example  set it to 18 hours then you will see correct date in SLA.

  • Aileen Gusni Profile Picture
    Aileen Gusni 44,524 on at

    Barendra..

    If you set Business Hour, it will be resulting to different day.

    See this:

    missdynamicscrm.blogspot.sg/.../sla-fields-first-response-by-and-resolve-by-values-crm-2013-2015.html

    Hope this helps.

    Thanks.

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