‘First Response By’ and ‘Resolve By’ fields are not getting populated on case form for enhanced SLA


When you implement SLA feature in CRM 2015/2016 you might worry about these fields as they would be filled only based on the SLA type – ‘Standard’. You may remove the fields from the Case form depends on the SLA type (‘Enhanced’) you opt for the CRM setup.

 

If you enable the standard SLA, the below fields would be populated with values:

SLA Fields Have value

If you enable Enhanced SLA, then the below fields would not be populated.

ResolveBY fields not filled-Enhanced

Instead, Enhanced SLA values would be populated in this case – together with the Timer function.

enhanedSLAFilled.png

 

 

 

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About Jobin Mathews

Jobin is a Microsoft CRM consultant and architect with experience in Microsoft CRM 2015, CRM 2013, CRM 2011 and CRM 4.0. Currently working with CGI as Microsoft CRM Architect for various Microsoft CRM projects.

Posted on June 8, 2016, in Microsoft CRM 2015, Microsoft CRM 2016, Microsoft Dynamics and tagged , , . Bookmark the permalink. Leave a comment.

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