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SLAs

  • 1.  SLAs

    Posted 10 days ago
    ​​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,

    OR

    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.

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    Tamim Sadikali
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    Conference-CRMUG_200x200


  • 2.  RE: SLAs

    Posted 3 days ago
    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 https://github.com/jlattimer/CRM-DateTime-Workflow-Utilities/wiki

    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.

    ------------------------------
    Jamie Hirst
    Functional Specialist
    Hirst Dynamics
    Manchester
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    Conference-CRMUG_200x200


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