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SLA Processing with Workflow V4 RRS feed

  • Question

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    I am trying to escalate cases using workflow. I am looking to make something happen 1 hour before "SLA date" a date/time field, and then again on passing the SLA date. The field attribute was defined for date & time.

    I am using a workflow wait condition "Execution time : on or after :1 hour before SLA date".

    Likewise, I am using "Execution time : on or after : SLA date"

    Both wait conditions are satisfied early - as soon as they run. I am running about 61 - 90 minutes before SLA date in my testing.

    Is there anything obvious I am overlooking?

     

    Thanks

    John

     

    Just a note to clarify further. I seem to get different results with "on or after" as compared with "greater than or equal". Is there a precise definition somewhere as to how these work? Maybe they just use date and ignore the time element of the fields? None of them are really working as I would expect. Thx....J

    Monday, March 31, 2008 3:57 PM

Answers

  • Thanks Imran, I've had a morning playing with this again now. Indirectly, your feedback has led to the answer. I was looking at using recursive workflows and when looking to introduce a wait condition for a fixed period of time, found that the timeout condition actually does exactly what I need.

     

    The conditions I was using originally seemed logical, but obviously just don't work when monitoring for a certain time. The timeout capability gave me exactly what I needed. I am now using Timeout until 1 hour before SLA date, and similar for the breach. This works exactly as I needed and allows me to take action when these conditions are satisfied.

     

    Thanks again.

    John

    Monday, April 7, 2008 1:56 PM

All replies

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    Dear john,

     

    You have to check the date condition and difference and then run it, through workflow recursive workflow

     

    another solution is check in windows service after 5 mintues and check case date and create, its all custom development

     

     

    Regards,

    Imran

     

    http://microsoftcrm3.blogspot.com

     

    Monday, April 7, 2008 9:07 AM
    Moderator
  • Thanks Imran, I've had a morning playing with this again now. Indirectly, your feedback has led to the answer. I was looking at using recursive workflows and when looking to introduce a wait condition for a fixed period of time, found that the timeout condition actually does exactly what I need.

     

    The conditions I was using originally seemed logical, but obviously just don't work when monitoring for a certain time. The timeout capability gave me exactly what I needed. I am now using Timeout until 1 hour before SLA date, and similar for the breach. This works exactly as I needed and allows me to take action when these conditions are satisfied.

     

    Thanks again.

    John

    Monday, April 7, 2008 1:56 PM