SLA First Response In taking wrong duration which is even not configured for any of the SLA Items.

Kuldeep Patwal 6 Reputation points

While creating a Case in dynamics 365. SLA's first response in duration taking a Strang duration time which is not configured anywhere in SLA items.

Below is my configuration

  1. Warn after time set as 8.5 hours (which is 1 day working day set in business hours).
  2. Failure After set as 17 hours (2 working days)
  3. Set Work hours as 8AM to 4:30PM (GMT +01:00 Amsterdam, Berlin, Bern, Rome, Stockholm, Vienna).
    Note: No holiday is scheduled in between when case was created.

Steps which I have done

  1. Case created on: 3/28/20222 10:49AM but First Response In set in around 1d 9h 10m (which should be set as 2day or 1d 23h 59m 59s).

Below is the screen shot for reference:


FYI: It is only happening when deploying Environment specific solution (where we have SLA components). Also, once this wrong 'First Response In' time is getting expired then its working as expected for other case (which is creating after getting it expired). But if in the meantime (while this wrong First Response In duration is running/not expired) and creating any other case then its taking the same time as that wrong one taking.

Please suggest a resolution for it.

Thanks and Regards,

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  1. Kuldeep Patwal 6 Reputation points

    Its seems a TimeZone issue as I have set up the TimeZone of GMT +1 in Customer Service Schedule and I am working from India Timezone. But if people are working from different timezone then what needs to be configure here.

    Please suggest.


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  2. tbgangav-MSFT 9,431 Reputation points

    Hi @Kuldeep Patwal ,

    Dynamics 365 is currently not supported in this Microsoft Q&A platform. These are the products that are currently supported in this Microsoft Q&A platform. You may ask Dynamics 365 related questions in this community.

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