I have SLA Failure defined as 2 Days in the Service Management in my Dynamics Customer Service Sandbox, however each time I create a case, the case timer starts as 7 days.
Is this a bug in Dynamics 365 or do we need to change some settings for it?
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1any followup questions? – Arun Vinoth-Precog Tech - MVP Oct 05 '20 at 20:38
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do you think it is considering 30 mins break everyday ? :) only 9 hours a day and then it makes sense – Arun Vinoth-Precog Tech - MVP Oct 06 '20 at 22:20
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Could very well be the case, 30mins break for 6 days do account for 3 hrs! – rawatdeepesh Oct 07 '20 at 13:24
1 Answers
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Make sure to validate all these:
- Setup the Business hours (Work days/Work hours), and holidays. This will drive the behavior you are seeing. Read more
- Setup the SLA/items, if you have multiple SLA - verify it is activated and set as default. Read more
- And multiple SLA items can be reordered and verify the SLA associated to your case record using this technique
- Verify the timer settings
Arun Vinoth-Precog Tech - MVP
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The business hours are affecting this. A 2 day SLA set with 9am-6:30pm Mon-Sat work schedule creates the timer accordingly. However I still see that the timer gives 3 hours more for Resolve KPI counter. Should this be a bug. editing and attaching the screenshot. Thanks – rawatdeepesh Oct 06 '20 at 20:25