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Problem with Last on Hold Time and On hold Time (Minutes) using SLA´s

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Posted on by Carsten Frank

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I have a problem with using SLA´s

when the SLA is on hold SLA timer paused but the field Last time on hold wasn´t tagged.

Paused are allowed.

when i delete the SLA , and change again to On Hold, everything is fine. Time stamp is tagged.

Any idea why this fields Last on Hold time and on Hold time (minutes) doesn´t work when using an SLA?

this fields are very important to calculate the time for SLA reporting to the customer..

Thanks.

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Nya 29,060 on at

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RE: Problem with Last on Hold Time and On hold Time (Minutes) using SLA´s

Hi,

I noticed your reply in the following issue:

(+) Last On Hold Time filed not adding stamp - Dynamics 365 Customer Service Forum Community Forum

In Unified Interface, the Elapsed Time and Paused On attributes of an SLA KPI Instance contain the values that are equivalent to the values in the Last Onhold Time and Onhold Time attributes of the target record, such as the case and account, in the web client.

It can be found in the following documentation:

Define service-level agreements in Dynamics 365 Customer Service | Microsoft Docs

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