Cumulated Resolve SLA Pause time (min) field on the case entity
Current state:
The Elapsed time (min) field on the SLA KPI instances entity keeps data only for the latest Resolve SLA instance. In other words, if we change the priority of the case, that will cancel the previous SLA and create a new Resolve SLA. The pause time that was part of the canc...
Roadmap
Hi,
Since Dynamics365 CE on-prem is our tool to manage tickets internally we need to know the expected roadmap for the product.
We need to plan the next years and budget to migrate to a newer version and be ready to adopt it in the best way.
Please coul...
Automated Case Resolution duration field in Case entity by working hours
The SLA instances calculate the Active Duration of an SLA associated to a Case.
The Active Duration calculation takes into account the Working Hours of the calendar associated to the SLA Item which is very important. It is however restricted to only calculate until the planned...
Make Case Activities Closure Dialog Optional
When using the customised dialog experience for Case Resolution, we may not need to see the 'Open Activities dialog' when resolving or cancelling a case, this is the dialog that warns that there are X amount of open activities and the user can close them a...
Activity table attachments in timeline on Case
When working a Case the ability to view related activities in the timeline is essential.
When working with other activities than Email e.g. Portal Comment you have to open the record to check if there is any attachment and view it through Notes displayed in Portal Comment timeline.
...Making restrictions on the case form
Restrictions on the case form to prevent users from replying to emails on the timeline before typifying the case.
To provide configuration that restrict actions in the case based on status reason or case typification.
Design Change request for managed solution
I would like to disable QuickCreateForm for Case entity by my custom managed solution. However, it was reverted to enabled by Microsoft managed solution multiple times. It is happening because that component can be shipped by solutions from different product features belonging to Customer Serv...
Allow agents to add the closed conversation to the active case.
Allow agents to add the closed conversations (Ex: WhatsApp conversations) to the active case. Currently only system admin is able to link the closed or cancelled conversation to the active case.
Click "Save & Close" Once when preforming a NavigateToMainForm action
We would like to request an enhancement to be able to only click "Save & Close" once to complete the case record.
Issue reported and resolution provided from MSFT Tech:
The NavigateToMainForm function adds the target form to the browser's Hist...
Subject Configuration by Business Unit or Teams
The possible to configurate the Subject that depending on the Agent Portfolio, their should be only see the subject that associated to the team or Business Unit