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Bag of customer support hours

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Posted on by Rafael Arrieta T.

Hello friends, and looking for a solution to make a bag of customer support hours:

The client hires a number of hours of work for a period of time. Example, you can provide a period of 3 years with 150 hours of support, in this way you are assigned 50 hours for each year of support. Well now there are some conditions that exist to expire the hours you have hired:

You can only use 50 hours a year, you cannot use 150 in a year. If you consume all your support hours within the year, you cannot support it and you can send a message that no longer has hours. * (If you want support within that year you can make an additional contract for the hours you require)

If the year expires and has not consumed its 50 hours, when activated the following year again 50 hours are renewed, the hours are not cumulative if they do not consume all in one year.

Finally, if in the third year they already consume their last 50 hours before the end of the year, show a message that the contract has expired or if the year has expired and not consume their last 50 hours, show the message that the contract expired.

The way I was doing it is to create rights where I set the start date and the end date, in the type of assignment selected the number of hours and establish the total terms that vary the amount of hours, I keep this right and I associate when I create a case, in this way the resolution time of the case is the time that will be subtracted from the total terms, reducing the value of the remaining terms that vary the hours that the client has left, the problem is that the remaining hours they do not have a limit (that is, they exceed the value of zero, showing -12, -3. etc.) and I don't know how to continue to show the messages.

I would appreciate your collaboration to guide me to the best solution. Thank you

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Rafael Arrieta T. 5 on at

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RE: Bag of customer support hours

No, what I am looking for is to show me the remaining time but not in decimals. I am testing with the contract lines, where the results show me in minutes, I think it is the closest thing to what I want but as I read this option has become obsolete and will be removed in a future main version of Dynamics 365, this information is correct ?

Here if the time remaining in minutes is shown well.
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Fannie30 2,990 Moderator on at

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RE: Bag of customer support hours

It’s working as expected. The reason you see decimals is because the time consumed is not at an equal hour. It could be 10 minutes, 12 minutes etc. so in your case 28.42 would be what’s remaining based on what’s been logged. Are you looking for folks to close out cases and round up? That would seem to cheat the customer out do what they agreed upon.
Rafael Arrieta T. 5 on at

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RE: Bag of customer support hours

Thanks for your answers, what is required in the organization is to keep informed of the REMAINING TIME, indeed the time shown in Entitlement is not in hours, it shows in decimals, in this case for example: 30 hours, when using 45 minutes and then 50 minutes shows me in decimal values, is there any other way to do what I want ?. I want the information in hours. I would appreciate the information.
Fannie30 2,990 Moderator on at

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RE: Bag of customer support hours

Then this is in the wrong forum. This belong in Customer Service, not Field Service. I will move it to the correct forum
ba365guy 2,948 on at

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RE: Bag of customer support hours

Hi Fannie30

But here the requirement is based on hours. So case entity is chosen as per business requirement.

It is agreed that Out of the box Entitlement for work orders doesn't work based on hours.
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Fannie30 2,990 Moderator on at

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RE: Bag of customer support hours

Entitlements for Work Orders does not work on # of hours. It works on pricing based on Billing Account, Service Account, specific products and services, specific customer assets, customer asset categories or incident types. Please refer to this page for more details:

https://docs.microsoft.com/en-us/dynamics365/field-service/work-order-entitlements
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ba365guy 2,948 on at

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RE: Bag of customer support hours

Hi Rafael Arrieta T.

Did you find answer for this? If yes, please close the thread by marking an answer as verified.
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ba365guy 2,948 on at

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RE: Bag of customer support hours

Hi Rafael Arrieta,

The above feature is referred as "Entitlements".

To solve the above requirement, you can create Entitlement with 50 hours.

Entitlement has an attribute called "Restrict based on entitlement terms", if set yo "Yes", system will not allow to choose this entitlement in case if no. of terms are less than or equal to zero.

But, when the entitlement is chosen, an billable hours are more than available terms, this turn the remaining terms as negative.

A workarounds is as follows:

Workaround:

Whenever entitlement is chosen, you can get the remaining terms (hours) to case. This can be done via an out of the box workflow. (the same value can be taken forward to work order, if you are using work order. The hours can be compared with estimated hours in work order and message can be shown if required)

Please decide a threshold hours to show message (e.g. if remaining terms are less than 5 show a message)

Note: to show the message, you require a JavaScript. You can use the following sample script.

function showFormNotification() { var message = "The no. of remaining terms are less"; var type = "WARNING"; //INFO, WARNING, ERROR var id = "101"; //Notification Id var time = 5000; //Display time in milliseconds var remainingTerms = Xrm.Page.getAttribute("new_remainingterms").getValue() ; //new_remainingterms is the schemaname of field var remininfTermsNumber = parseInt(remainingTerms ); //convert to integer if (remininfTermsNumber <= 5) { //Display the notification Xrm.Page.ui.setFormNotification(message, type, id); //Wait the designated time and then remove the notification setTimeout( function () {Xrm.Page.ui.clearFormNotification(id);}, time ); } }