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Case is not decrementing Entitlement's Remaining Time after Closed
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Maria Cristina Nazareno
0
Reputation points
Hi Everyone,
We are encountering a problem in decrementing the field Remaining Time of Entitlement entity. It is not decrementing if Decrease Remaining On is set to Case Resolution.
However, if it is set to Case Creation, it is decrementing.
Upon checking the Incident.StateCode (Case's Status Column**)**, it's values are Active, Closed, and Cancelled instead of Active, Resolved, and Cancelled. Does this affect the Remaining Time the reason it is not decrementing if the Decrease Remaining On is set to Case Resolution? If yes, how can I change this? The options are not enabled.
If no, are there any ways I can check why this is happening?
By the way, this project was only passed to us as the developers of this project resigned already.
We are hoping someone could help us sort this problem out.
Thank you.
{count} votes
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Richard Hay 961 Reputation points Microsoft Employee2023-11-06T17:09:39.8+00:00 Can you help us get this in front of the right folks by sharing what product or service this is related to?
Thanks.
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Maria Cristina Nazareno 0 Reputation points
2023-11-07T01:13:19.74+00:00 Hi Richard,
This is for Customer Service Hub of Dynamics 365 Customer Engagement.
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Richard Hay 961 Reputation points Microsoft Employee
2023-11-07T16:22:11.59+00:00 OK - you will need to go to the Dynamics 365 community to ask about this as they do not currently provide support here on Q&A.
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