Customer Engagement & Dynamics CRM Forum

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  • 1.  SLAs

    Posted Nov 29, 2019 07:34 AM
    ​​Hi All,

    Is it possible to configure SLAs such that EITHER -

    a) a one-day SLA is 'rolling' - i.e. if applied 09.01 today, zero / fail condition is reached 09.01 tomorrow,


    b) a one-day SLA is 'rounded up' - i.e. if applied 09.01 today, zero / fail condition is reached midnight tomorrow (i.e. after 38hrs59mins)?

    Having tried this, the behaviour seems to be implicitly as per scenario a. (i.e. rolling). Is it possible to achieve scenario b.?

    Hope someone can shed some light.
    Thank you,


    Tamim Sadikali

  • 2.  RE: SLAs

    Posted Dec 06, 2019 12:34 PM
    Hi Tamim

    As native behavior, I do not believe it is possible. But you can update the SLA with workflows (pressunably with Flow as well) although it is a bit fiddly.

    The basic steps are:

    Install the Jason Lattimer date time plugin

    Create a workflow on SLA KPI instance
    1. Trigger on Create
    2. For each date you want to update (there may be 4) perform the Set Time step from the Lattimer plugin - you can set it to 23:59:59
    3. Update the SLA KPI Instance record with the new dates (you may need to edit the form temporarily to allow you to set these)

    Points to consider
    • You will need to build in come guards
    • if not all SLAs work in this manner you will need a further spot of customisation.
    • If or when Dynamics "resets" SLAs.

    Hope this helps


    Jamie Hirst
    Functional Specialist
    Hirst Dynamics


  • 3.  RE: SLAs

    Posted 22 days ago
    Hi Jamie - firstly, my apologies for the delay in replying.

    I assume that the ref'd plugin exposes these DateTime functions to the workflow / Power Automate? That w/o said plugin, such DateTime manipulations would not be possible (outside of .NET code)?

    I'm going to try this out...will revert with my findings. Sincere thanks once again for taking the time to contribute to my thread.


    Tamim Sadikali


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