locked
CRM2013: Service Management Warnings Misfire on Future Dates RRS feed

  • Question

  • I have set up a Service Management Agreement in CRM2013's new SLA module.

    For reasons I won't bore you with the SLA is applicable from a "SLA Start Date" field rather than the normal "Created on" field.

    I have setup rules so that my SLA warns after 10 minutes and fails after 15 minutes, when bound to the "Resolve By" field and this operates on a standard Mon-Fri 9am to 5pm business hours. (I've used these short delays purely for testing purposes.)

    When we create a case the "SLA Start Date" is automatically synchronised with the "Created on" date. However there are times when we need to delay the start of the SLA agreement by 24 hours. Hence the reason for having an "SLA Start Date".

    However, when we set the "SLA Start Date" to a future date the warning element of the SLA fires prematurely. It seems to be trigger after 10mins of us creating the case rather than 10mins after the SLA start date.

    Has anybody seen this behaviour before, is it a bug, and more importantly is there anyway of fixing it quickly?

    Many thanks

    Steve


    • Edited by lemonje Tuesday, March 17, 2015 4:59 PM typeo
    Tuesday, March 17, 2015 4:41 PM