Timer Field in CRM Dynamics 2015

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I am currently working on Dynamics CRM 2015 with Timer field. As per the requirements when a case is created it will go through 2 departments . (department 1 and then Department 2). Each department has its Separate TAT (Turn Around Time). When Case is assigned to department 1 , I have used crm Timer functionality behind it which takes "case start time(created on in my case) + TAT(Turn around time) as an input and starts it self.

Lets assume I have assigned the case record to department 1 whose TAT is 2 Hours: The case is created on 4:00 PM so the Timer end time will be 6:00 PM. As soon as I created the case ,Timer for Department 1 Starts.

Now if I fwd my case to department 2 on 5:00 PM. (In this case Department 1 timer should paused on "1 Hr" which is its consumed time.)

Similarly to department 1 I have TAT for Department 2 as well for 2 hours.

Now lets assume that department 2 is not satisfied about the work that department 1 has completed and he wants to assign the case back to Department 1.

I want my department 1 timer to resume from 1 hr and complete its remaining time.

Any thoughts how to achieve this?

1
datetimetimercasecrmdynamics-crm-2015

1 Answers

0
votes
  • Please define the SLA for the specific departments.
  • Do all the configurations required for SLA calculations for the two departments.
  • Now add 2 status values in the status field of Case entities e.g. Case at Department 1 and Case at Department 2.
  • Go to the Settings --> service management --> Service configuration settings
  • Select Tab Service and add the two newly created values to the On Hold status list.