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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / "Last On Hold Tim...
Service | Customer Service, Contact Center, Fie...
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"Last On Hold Time" not working with UI SLA's?

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Posted on by Tom MDL 5

I have an issue that the "Last On Hold Time" field - and related 'Total On Hold' time is not updating when I put cases in 'Waiting For' or 'On Hold'. IMO the issue lies with the new UI SLA's, that are configured purely from within the model driven environment (without using legacy Dyn365 'advanced settings')

I did a test with a exactly same set up legacy web SLA, and then it worked: time stamp was added to "Last On Hold Time" whenever status was changed accordingly. The moment I try to do the same with a modern UI SLA, it leaves the "Last On Hold Time" field blank...

Anyone knows how to solve this issue?

I really need to keep track of this "Last On Hold Time" field...

I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    Hi Tom,

    Can you share screenshot about sla configuration in UCI and web legacy, and results in

    "Last On Hold Time" field  and related 'Total On Hold' fields?

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • Carsten Frank Profile Picture
    Carsten Frank 15 on at

    Dear Tom,

    i have the same issue here.

    Did you find a solution for this?

    "last on hold time" will be filled when no SLA is used. After i put in a SLA to a case  no "last on hold time"

    But the the SLA timer is on paused.

    would be great to hear from you

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