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How to reset a sla timer on a case depending on case status

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Posted on by Community Member

Hello all,

I need help to achieve following use case.

All my cases have to be resolved under 18 hours but each time the statuts of the cas is equal to "Information Provided", I wish timer to be reset to 18 hours.

I tested to create performence indicator, SLA contract and contract element with failure = 18 hours but I don't know how to reset it.

Could you help me please ?

Many thanks,

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Fubar 2,756 on at

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RE: How to reset a sla timer on a case depending on case status

Do you have a Calendar setup that defines working hours / non working hours attached to the SLA? (e.g. with Calendar settings 18 hours could be 2 days 2 hours if 8hr working day rather than 24hr working day has been defined).
Community Member on at

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RE: How to reset a sla timer on a case depending on case status

Hello,

I already try this usage but when I update the date of my custom field, the SLA is update to with a value that I d'ont undertand as I expected 18 hours and not 1 day, XX hours, XX minutes.

It's a strange behavior
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Fubar 2,756 on at

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RE: How to reset a sla timer on a case depending on case status

Typically you would use a date (other than created on) as the basis of the SLA. If your warning /failure is 18hrs after that date, all you need to do is update the date.
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protc on at

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RE: How to reset a sla timer on a case depending on case status

Hi Franck,

Thank you for your query.

I think the best way to achieve this would be to do it programmatically as explained in this article https://community.dynamics.com/crm/b/magnetismsolutionscrmblog/posts/how-to-restart-slas-for-reopened-cases-in-dynamics-365 .

Also, take a look at this, https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-case-sla

https://danielburtcrm.wordpress.com/2016/04/03/configuring-sla-timers-in-dynamics-crm/