Hi All,
a few days ago I've set a KPI and SLA for our organization, I've also enabled the SLA from Administration settings, set up the on-hold status for the case.
Followed basically all the instructions for setting up SLA https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
However, the Last on Hold time (date and time filed) and On Hold time (WHole number) files are not updated after the case is resumed from on hold.
If I put a case to the on-hold status, the SLA timer stops with status paused which is great, but without the time stamp and the total on hold minutes we cannot get any information in our reports.
Can somebody help me if I'm missing something?
