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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.

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Ideas Administrator

Thank you for your feedback.

This is a great suggestion! We will consider this in our roadmap.

Sincerely,

Vamsi

PM, Microsoft.