Is there a way to track time spend on each cases based on created and resolved dates considering Business Closures and holidays which is already defined in SLA.
i know we have timer for counting down SLA KPI resolved status. I want to know the total duration taken for a case and how it can be stored in CRM.?? Thanks in advance.
You need to implement a plugin that can calculate the real duration.
Calculate the duration of holidays and business closures via samples provided here:
community.dynamics.com/.../how-to-get-sla-business-hours-calendar-in-c
mscrmdyn.wordpress.com/.../calculate-due-date-based-on-the-customer-service-calendar
Then create a new field that stores the real duration taken on the case entity.
#1
André Arnaud de Cal...
291,431
Super User 2024 Season 2
#2
Martin Dráb
230,503
Most Valuable Professional
#3
nmaenpaa
101,156
Share
Report
All responses (
Answers (
