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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).
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