Announcements
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,
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/
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.
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
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).
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
Congratulations to our community stars!
Expanding mentorship, skilling, and AI innovation
These are the community rock stars!
Stay up to date on forum activity by subscribing.
KristineRisberg 37
11manish 35
Manoj - ManoVerse 21 Super User 2026 Season 1
