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Ability to Display SLA Countdown on Case Grid

Introduce the ability to display the SLA countdown on a case home/sub grid to easily track when cases are about to exceed their SLA time without having to navigate into each case record and look.

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Category: Case Management (10)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. This functionality is already present in the modernized case grid. You can use Enhanced Active cases view which provides the column NextSLA column out of the box, which searches through all active, that is, non-canceled SLA KPI instances attached to the given case, filters, and then picks the SLA KPI instance that's in an unresolved state and has the earliest expiry time. You can also add this column in your existing view. Please refer the following documentation - 

1. https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/enable-case-grids 

2. https://learn.microsoft.com/en-us/dynamics365/customer-service/use/case-grids