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time calculate on case entity - count down timer RRS feed

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    Greetings,

    Is there a way that i can place a count down clock on the case form, eg: i have created sla times on the case therefore i would like to have a place where i place the time remaining before the sla time breaches.

    can that be done on the case form? or will i have to create another datetime field to accomplish this or can it be placed somewhere on the case form maybe on the right hand corner  of the form?

    Please help me with regards to this,

    THanks :-)

    Wednesday, July 28, 2010 8:33 AM

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    Normally you would use the Case's Followup By field to hold the date/time that the Case needs to be actioned by. So you could just use javascript in the onload to calculate the difference between the current time and the followup by time. The harder scenario arises when you want to calculate that based on working hours stored in CRM, although you could also just avoid weekends and specifiy 8 hour days in your calculation. 
    MSCRM Bing'd - http://bingsoft.wordpress.com
    Wednesday, July 28, 2010 9:33 AM
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    Calculating SLA times is a complex subject area.

    For example:

    1. What happens if you have a one hour response time in your SLA, but the case is raised at 16:59 and your business closes at 17:00? Now you have to start calculating business days, which means that CRM needs to know when your business is open (what times each day, what about weekends and business closed holidays).
    2. What happens if you are waiting for your customer to clarify something in the case, or have scheduled a engineer for tomorrow, or waiting for a third-party? Now you need to be able to pause the countdown timer.

    I've seen several customers start to develop SLA solutions, only to run into these complexities. You might be better off trying to find a third-party ISV would has developed a SLA add-on that you can buy (here's one example: ConsultCRM). A good add-on will have been developed to meet these complex but very common scenarios and save you have to 'reinvent the wheel'.

    Regards, Neil

     

    Neil Benson, CRM Addict and MVP at Customery Ltd.You can reach me on LinkedIn or Twitter.

    Wednesday, July 28, 2010 10:10 AM
    Moderator

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    Normally you would use the Case's Followup By field to hold the date/time that the Case needs to be actioned by. So you could just use javascript in the onload to calculate the difference between the current time and the followup by time. The harder scenario arises when you want to calculate that based on working hours stored in CRM, although you could also just avoid weekends and specifiy 8 hour days in your calculation. 
    MSCRM Bing'd - http://bingsoft.wordpress.com
    Wednesday, July 28, 2010 9:33 AM
    Moderator
  • Question
    Sign in to vote
    0
    Sign in to vote

    Calculating SLA times is a complex subject area.

    For example:

    1. What happens if you have a one hour response time in your SLA, but the case is raised at 16:59 and your business closes at 17:00? Now you have to start calculating business days, which means that CRM needs to know when your business is open (what times each day, what about weekends and business closed holidays).
    2. What happens if you are waiting for your customer to clarify something in the case, or have scheduled a engineer for tomorrow, or waiting for a third-party? Now you need to be able to pause the countdown timer.

    I've seen several customers start to develop SLA solutions, only to run into these complexities. You might be better off trying to find a third-party ISV would has developed a SLA add-on that you can buy (here's one example: ConsultCRM). A good add-on will have been developed to meet these complex but very common scenarios and save you have to 'reinvent the wheel'.

    Regards, Neil

     

    Neil Benson, CRM Addict and MVP at Customery Ltd.You can reach me on LinkedIn or Twitter.

    Wednesday, July 28, 2010 10:10 AM
    Moderator
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    hi,

    Thank you for your immediate response! i will investigate further as to whether or not this add-on will work for me.

    thanks :-)

    Wednesday, August 4, 2010 6:20 AM