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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Last On Hold Time file...
Service | Customer Service, Contact Center, Fie...
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Last On Hold Time filed not adding stamp

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Posted on by Radoslavov 406

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?

  • Carsten Frank Profile Picture
    Carsten Frank 15 on at
    RE: Last On Hold Time filed not adding stamp

    Dear Kiril,

    i have the same problem here, since we migrated to Unified Interface, when a SLA is active for a case, and i put on Hold, SLA timer stop but the Last Time on Hold and after switch back to "in Progress" both fields "last time on hold" and " on hold in Minutes" stays blank or do not react.

    After i delete the SLA, both fields are working fine.

    Did you find out something regarding this problem?

  • Verified answer
    Pankaj Gogoi Profile Picture
    Pankaj Gogoi 3,177 on at
    RE: Last On Hold Time filed not adding stamp

    Hi Kiril,

    Please check if the Allow Pause and Resume is enabled for the SLA.

    pastedimage1595837931345v1.png

    Best Regards

    PG

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