SLA will be put on hold till the time the customer responds back

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Hi,

I would like your kindly assistance to create definition that will cause SLA to be on hold till the time the customer responds back (by email)

I've defined SLA with SLA item linked to KPI

I've tried to use SLA KPI to check email - please see attached.

It didn't work.

Is it correct what I've defined?

Can you please clarify how to set such definition?

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Community member 14 on at

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SLA will be put on hold till the time the customer responds back

Thank you for you answer

I've created a rule that identify email sender and then i would like to check if there is a case in status "In hold" so it will update the status to In Progress

Check Cases table

I am in the starting point of it - to look for the account in case table

and CustomerId (i also checked accountid) can not be found

Do you have any idea what should i look for ?

{

    "statusCode": 400,

    "headers": {

        "x-ms-service-request-id": "990be58a-0bb6-4171-8915-3f1e2c09c531,b8aebb16-136c-4879-a1b4-69456dc31914",

        "Cache-Control": "no-cache",

        "Set-Cookie": "ARRAffinity=d332c1b9fbe51a18b4fa3ba8c79c9e1ffbf401addcf15ec4b4de0daae48808c6dc748ed02332839cb0efbb9e2898da096c2226348c1e154ec1706e5f470d25ad08DB9813B2F1A59F549735024; domain=org48f8d7f9.crm4.dynamics.com; path=/; secure; HttpOnly,ReqClientId=bbd0fd51-6e25-4d9f-9baa-c8b3af797d4d; expires=Tue, 08-Aug-2073 13:00:57 GMT; path=/; secure; HttpOnly,ARRAffinity=d332c1b9fbe51a18b4fa3ba8c79c9e1ffbf401addcf15ec4b4de0daae48808c6dc748ed02332839cb0efbb9e2898da096c2226348c1e154ec1706e5f470d25ad08DB9813B2F1A59F549735024; domain=org48f8d7f9.crm4.dynamics.com; path=/; secure; HttpOnly",

        "Strict-Transport-Security": "max-age=31536000; includeSubDomains",

        "REQ_ID": "b8aebb16-136c-4879-a1b4-69456dc31914,b8aebb16-136c-4879-a1b4-69456dc31914",

        "AuthActivityId": "77059fe3-e8f0-4bc5-b36f-b905783574bb",

        "x-ms-dop-hint": "64",

        "x-ms-ratelimit-time-remaining-xrm-requests": "1,199.94",

        "x-ms-ratelimit-burst-remaining-xrm-requests": "5998",

        "OData-Version": "4.0",

        "X-Source": "1191134111211172128711718675851491835814199233123167116833656175167150220229184196211,18462052170205148194165421925583110888311092104174433122446815218623629239183",

        "Public": "OPTIONS,GET,HEAD,POST",

        "Date": "Tue, 08 Aug 2023 13:00:57 GMT",

        "Content-Length": "124",

        "Allow": "OPTIONS,GET,HEAD,POST",

        "Content-Type": "application/json; odata.metadata=full",

        "Expires": "-1"

    },

    "body": {

        "error": {

            "code": "0x0",

            "message": "Could not find a property named 'CustomerId' on type 'Microsoft.Dynamics.CRM.incident'."

        }

    }

}
Dengliang Li Microsoft Employee on at

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SLA will be put on hold till the time the customer responds back

Hi,

The value of the Check Email field needs to be populated manually. The value of the Check Email field does not change automatically when you receive an email reply from a customer, and the SLA does not resume timing.

It is recommended to use JS to get the sender's name of the reply email and compare it with the Customer field in the case form, if it is the same, then it means the email is replied by the customer.

After that, change the value of Check Email to 'Yes' and the SLA will be resumed.

Since I am not a professional developer, if you need to write JS, it is recommended that you ask a professional developer to write JS for you.

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Dengliang Li

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