dynamics-crmmicrosoft-dynamicsservice-level-agreement
Case SLA timer not matching Default SLA Settings
I have SLA Failure defined as 2 Days in the Service Management in my Dynamics Customer Service Sandbox, however each time I create a case, the case timer starts as 7 days.
Is this a bug in Dynamics 365 or do we need to change some settings for it?
Solution
Make sure to validate all these:
- Setup the Business hours (Work days/Work hours), and holidays. This will drive the behavior you are seeing. Read more
- Setup the SLA/items, if you have multiple SLA - verify it is activated and set as default. Read more
- And multiple SLA items can be reordered and verify the SLA associated to your case record using this technique
- Verify the timer settings
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