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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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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.
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.
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