On Hold Case Status – Pause SLA calculation in CRM 2015

Posted on

SLA feature was introduced in CRM 2013 but, CRM 2015 has introduced an interesting feature to pause SLA calculation for specific On Hold statuses. This essentially ensures that SLA calculation gets stopped. This can be achieved by

1. Going to to Settings -> Administration

2. System Settings -> Service Tab

3. Select valid On Hold Case Statuses to pause SLA calculation.

1

 

Note – Available Values automatically populate the status reasons added for On Hold status.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s