locked
wait time in ms crm 4.0 workflow RRS feed

  • Question

  • I want to create a case escalation workflow

    I want to trigger escalation email on a dynamic time. What I mean is that customer A has a different SLA to customer B in their contract in CRM. The esclation therefore depends on the contract the customer has and I dont want to hard code the wait time incase the SLA is ever changed at the contract level.Any thoughts?

    Regards
    Raji
    Tuesday, July 28, 2009 6:15 AM

Answers

  • Hi Raji,

    If i understand  correctly what you need is a workflow with conditional statements. The statements will ensure tha the workflow wait time is set to the correct value for the contract type.

    You will find the link below useful.


    Hassan.

    Hassan Hussain | http://hassanhussain.wordpress.com/
    Tuesday, July 28, 2009 7:40 AM
  • An alternative to Hassan's suggestion would eb to add the escalation time to the form and populate it through jscript. Then run the workflow off this. If it changes the workflow will automatically adjust.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Tuesday, July 28, 2009 9:22 PM

All replies

  • Hi Raji,

    If i understand  correctly what you need is a workflow with conditional statements. The statements will ensure tha the workflow wait time is set to the correct value for the contract type.

    You will find the link below useful.


    Hassan.

    Hassan Hussain | http://hassanhussain.wordpress.com/
    Tuesday, July 28, 2009 7:40 AM
  • An alternative to Hassan's suggestion would eb to add the escalation time to the form and populate it through jscript. Then run the workflow off this. If it changes the workflow will automatically adjust.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Tuesday, July 28, 2009 9:22 PM