Entitlement Expired on 31/12/2020 - How to Book hours on that entitlement? WTF?

(0) Share

Report

Posted on by SErf

655

Hello,

we have an entitlement for a Customer, which expired on 31/12/2020.

Now our Support Workers did not close all cases at years end.

When he tried to close the case now in 2021, there was an error that the entitlement is expired and the entitlement link was removed from the case and the entitlement cannot be added to the case anymore as it is expired.

Even using the Web Api: "Need to select an active entitlement from this customer, contact or product".

The support work happened in 2020 though and all the tasks in the case are also completed in 2020. But it seems there is no way we can book this hours against the 2020 entitlement?

I tried reopening the Expired Entitlement, but no chance.. even with the WebApi.

WTF is this bullshit? This cannot seriously be the case? Or am I mistaken here in any way?

Our current workaround is to create a "Dummy Entitlement" running only in January 2021, but thats a super shitty solution as this is just wrong data and more work when we make the overview for the customer of his used support hours.

Thanks!

All responses (3)

Answers (0)

Community Member Microsoft Employee on at

Like (0)

Report

RE: Entitlement Expired on 31/12/2020 - How to Book hours on that entitlement? WTF?

Hi Serf,

The entitlement is not added to the case before 2021?

Because I test to close a case with expired entitlement, the entitlement is added to the case before it expired.

The entitlement is expired today.

I resolve the case successfully though the entitlement is expired today(2021/1/18).

And you can only add active entitlement in the case, and can’t change status of expired entitlement, which is by-design.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
SErf 655 on at

Like (0)

Report

RE: Entitlement Expired on 31/12/2020 - How to Book hours on that entitlement? WTF?

This would just create a new entitlement for 2021.
Community Member Microsoft Employee on at

Like (0)

Report

RE: Entitlement Expired on 31/12/2020 - How to Book hours on that entitlement? WTF?

Hi Serf,

You can click ‘Renew’ button in the Entitlement form or view.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.