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Applicable From in SLA shows only "Yes" and "No"

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Posted on by Yan Naing

23

I am working on Dynamics 365 on-premises version 9.1.

I am trying to create SLA. But Applicable From field shows only /Yes/ and /No/ as option set instead of showing datetime fields from /Case/ entity.

I choose /Yes/ or /No/ and save. The system provides error that Applicable From must not be Null.

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Leah Ju Microsoft Employee on at

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Hi，

It's so strange.

Applicable From: Select the field that specifies the date and time from which the SLA items will be calculated. For example, if you select the Created On field, calculations will start from the time the record was created.

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/create-enhanced-sla?tabs=customerserviceadmincenter

Maybe you can check fields and forms of the SLA entity.

Make sure that you added correct field in the form.

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Yan Naing 23 on at

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Hi Leah Ju,

Thanks for your reply.

I have checked the entity fields. It is exactly the same as your screenshot. And I found that another Applicable From (schema name: applicablefrom) is system required field. But not included in the form.

So, I add this field into the form, and it cannot be removed. 😁

But, finally I've got a workaround solution for this issue. I just copy the logical name of datetime field from "Case" entity. And paste it in the Applicable From (schema name: applicablefrom). Again choose "Yes" in the Applicable From (schema name: applicablefrompicklist). It works as expected.

Although it should not be like this, I've got what I need. 😊

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