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FAQ about custom time calculation of SLA KPIs

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Overview

This topic contains the frequently asked questions (FAQ) that you, as an administrator, might have about the custom time calculation of service-level agreements (SLAs) key performance indicators (KPIs).

When does the custom action or plug-in get initiated?

The custom action or plug-in gets initiated during the creation of a new SLA KPI instance, which also includes a SLA KPI, that has been resumed from a pause status.

How is the pause and resume scenario different from a SLA KPI creation scenario?

The pause and resume scenario includes the following two steps:

  1. The custom action is initiated with requestType as getElapsedTime. This calculates the time elapsed between the paused and resumed state of the SLA KPI.
  2. The custom action is initiated with requestType as getEndTime. This calculates the new WarningTime by adding the above elapsedTime to the current warningTime. A similar calculation is also done for FailureTime.

How can I override the StartTime for a SLA KPI instance without creating and updating the custom DateTime field?

You can override the startTime of a SLA KPI instance based on the custom logic, whereby you have to change the startTime parameter.

  // when the case priority is modified and a new KPI instance is being created, the KPI instance needs to start from UTC instead of CreatedOn
        if ((int)(((OptionSetValue)(caseRecord.Attributes["priority"])).Value) == 1)
	{
            startTime = DateTime.UtcNow
	}

	// use OOB SLATimeCalculation Custom Action to do actual calculation_
	OrganizationRequest requestTimeCalculation = new OrganizationRequest("msdyn_SLATimeCalculation");
	requestTimeCalculation["startTime"] = startTime;
        ... rest code is same as previous examples

How can I override the defined warning or failure duration of a SLA KPI instance?

You can override the warning or failure of a SLA KPI instance based on the custom logic, whereby you must change the following parameter. Note that the value provided must be in minutes.

// when the case priority is modified and a new KPI instance is being created, the KPI instance must have failure time as 1 hour.
        if ((int)(((OptionSetValue)(caseRecord.Attributes["priority"])).Value) == 1)
	{
            newFailureTime = 60; // in minutes
	}

	// use OOB SLATimeCalculation Custom Action to do actual calculation_
	OrganizationRequest requestTimeCalculation = new OrganizationRequest("msdyn_SLATimeCalculation");
        requestTimeCalculation["minutes"] = newFailureTime;
        ... rest code is same as previous examples