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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case Resolution Date a...
Microsoft Dynamics CRM (Archived)

Case Resolution Date and Time (CRM Server)

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Posted on by Austin Saldanha 351

One of the fears that our customer (using CRM 2015 Service module) has is to manage the case resolution duration as well as date and time the case was closed on. There is an element of trust usually that agents attending will not alter the duration time and date to ensure the closure SLAs are met.

However I would like to know is if there is a way to push the CRM server date and time to the cases being resolved? The purpose being that even if an agent user manages to change his or her client machine's time or date for any reason whatsoever, CRM will still take the server time and date when a case is being closed.

Would appreciate views on this kind of scenario. Thanks :)

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  • Verified answer
    a33ik Profile Picture
    a33ik 84,331 Most Valuable Professional on at

    Hello,

    Sure - you can use plugin that will handle "Close" message for this purpose and override time entered with user with Server Time.

  • Verified answer
    ashlega Profile Picture
    ashlega 34,477 on at

    Maybe you already have what you need in the modifiedon date on the case entity? It's the server time of the last update, which is probably when the case was closed.

    Unless your users can re-open the cases (in which case it does not matter anyway since the case is still open then), or unless you do something with the cases after they are closed.

  • Suggested answer
    gdas Profile Picture
    gdas 50,091 Moderator on at

    Hello Austin,

    Yes its possible , you can send the server date time using plugin and inside plugin you can consume third party service  to push the date time.

    Few thing you need to  take care for the date time field.

    - The case closed date time field  format should be date and time.

    - You can set field behavior "User Local" to see the actual date time based on  timezone.

    Here is the reference for the date time field -

    technet.microsoft.com/.../dn946904.aspx

    Hope this helps.

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