Currently the SLA can be used only to track whether we take action after a given date, such as the creation of a new case. The functionality cannot be used where action has to be taken before a certain date. The SLA functionality is however very strong and flexible. As such I'd suggest that SLA enables support for dates in the future, such that the timer is counting down towards zero and such that warnings and alerts are triggered the less time is left rather than on how much time has gone by. This enables a large numbers of new valuable use cases for customers with deadlines on cases, tasks etc.

Needs Votes
Ideas Administrator

Thank you for your feedback.

Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.


Microsoft Dynamics Customer Service Team