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Dynamics 365 Community / Forums / Microsoft Dynamics 365 | Integration, Dataverse... / Set case timestamps ba...
Microsoft Dynamics 365 | Integration, Dataverse...
Answered

Set case timestamps based on the Status change in cases using Customer Service Hub.

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Posted on by sb92

I am working on creating cases for any incoming emails to our mailbox without any SLA. I would like to automatically update the "First response by" and "Resolve by" with timestamps of when we change the Status of the case. How can we do that?

So for example, if I set the status to "Work in Progress", it should set the timestamp of the "First Response by". Also, the applicable SLA seems to be locked on my end. Is that because I have no SLA configured? I am not planning to put any SLAs here but would be good to have timestamps for our records.

pastedimage1677092691153v1.png

Would appreciate any pointers here. Thanks!

  • Verified answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: Set case timestamps based on the Status change in cases using Customer Service Hub.

    Hi sb92,

    1. the applicable SLA seems to be locked on my end. Is that because I have no SLA configured?

    Whether these two field values are auto-populated or not is related to sla.

    https://spandcrm.com/2017/10/03/dynamics-first-response-by-resolve-by-not-being-populated/ 

    However, two fields are locked because of the OOB customisation on the form, and the administrator can modify it.

    --Go settings > Customizations > Customize the system > Entities > Case > Forms, open one main form and double-click the field, then uncheck 'Field is read-only' checkbox.

    --Save and publish.

    pastedimage1677124881364v7.png

    2.I would like to automatically update the "First response by" and "Resolve by" with timestamps of when we change the Status of the case. How can we do that?

    You can try to use workflow to update fields value based on case status.

    --Settings > Process:

    pastedimage1677123994714v1.png

    --Set trigger

    pastedimage1677124274430v3.png

    pastedimage1677124254360v2.png

    --Add steps:

    (1)Condition:

    pastedimage1677124543182v4.png

    (2)Update record:

    pastedimage1677124568096v5.png

    pastedimage1677130012114v8.png

    --Save and Actice the workflow.

    --Test:

    pastedimage1677130548426v9.png

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