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SLA: When expired, the negative timer stop or not

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Posted on by Annie Lapointe

14

SLA instance does not react the same in my production environment than in my Test environment when the timer is past failure time.

In Prod, my time stop when the condition is reach, event if it's the red. In Test, a failed timer never stop.

I check all the SLA and Entitlement configuration that I found and cannot find the difference.

Exemple:

I create a small SLA

Start at creation
End when field A is set to true.
failure time : 5 min.

I create the case and wait 6 min then set field A to true.

Wait 1 min.

The time in Prod is stopped at -1 min; in Test show -2 min and still running.

Somebody know witch configuration can do this ?

I want the 'in Prod' configuration to be able to calculate penalty.

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Annie Lapointe 14 on at

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SLA: When expired, the negative timer stop or not

I already display the negative counter. This is how I see that the counter stop (stay the same value ) in production and does not stop in my test environment when I change field A.
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Leah Ju Microsoft Employee on at

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SLA: When expired, the negative timer stop or not

Hi Annie Lapointe,

You can configure the negative countdown property for the SLA timer so that the timer continues to display the elapsed time after the SLA expires instead of showing the status.

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/add-timer-control-case-form-track-time-against-sla#enable-elapsed-time-for-sla-timers-in-expired-status

Result:

I hope you can mark my answer verified if it answer your question! If you have any questions, please feel free to contact me.
Regards,
Leah

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