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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Running SLA Timer Depe...
Microsoft Dynamics CRM (Archived)

Running SLA Timer Depending on Customer's LocalTime

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Posted on by Cuneyt Senturk

Hi All,

We have 1 scenerio that,

We need to manage SLA Timer depending on Customer's localtime. For example:

Our customers are from USA and we are located on Bulgaria. When Customer(USA) opens a Case, SLA timers need to run customers local time not our.

More Details :

We have 8/5 working hours, lets say when Customer opens a ticket on 12:00 am, It is already 20:00 pm here and sla timer doesn't count. But we need to count that on customers local time.

Any idea or scenario to help me ?

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Changing the time zone for user time zone will change the datetime for the case , and it will change it for SLA as well ,

    in user options -> time zone .

    another option , you can create another SLA for Bulgaria "for example" -> and add the time deference to this SLA .

    in this SLA , you have to add a condition to check the user country .  

  • Cuneyt Senturk Profile Picture
    Cuneyt Senturk on at

    Hi MG.karo,

    Our Cases are opening from e-mail, by phonecall etc. There is no systemuser to set localtime. The problem is when case is opened via phonecall, e-mail etc. System time is bulgarian but the customer time is usa etc. And sla timer doesnt count.

    We need to find a way to trigger sla timer depending on customers local time.

    A for 2. way we didn't tried it yet. If it makes sense i will repost thanks.

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