Configure custom status on SLA Timer

This article is about another feature that is part of Dynamics 365 2022 Release Wave 1. Let me first explain what this feature is about, because when you read the information on Microsoft’s doc site related to this feature, it might be a little bit confusing. A while ago I wrote this article on the new SLA timer control where I explained how you can add this new control to a case form. This is a nice upgrade from the legacy timer control and we were able to do minor configurations on the control. One of the things that we weren’t able to configure was the text that displays the status of the underlying SKA KPI Item. For example when the status of an SLA KPI instance is met, the control displays a green checkmark with the value of the SLA KPI Instance status (‘Succeeded’), when it enters the warning time configured on the related SLA, it shows ‘Nearing Non-Compliance’ and so on. With this new feature we now have the abilitity to change the text that is displayed as the status(es) on the timer control. So for example if a SLA KPI instance’s status equals succeeded but you want to show ‘SLA Met’ on the SLA timer, you can now do this! Mind you, this will not change the name of the statuses of the SLA KPI instance, but it will allow you to present a more intuitive status to your customer service agents!

Custom status configuration

I had to do some poking around in the application in order to find where to configure this, but I found it and wanted to share with all of you. Unfortunately you will still have to use the legacy form in order to configure your custom status, but heck we’ve been using it so long so it shouldn’t be a problem! The first thing you need to do is open the form(s) you have the SLA timer configured on. As you might (or might not) know, the SLA Timer is a grid of SLA KPI instances with a control sitting on top of it. The sub grid should only show SLA KPI instances related to the case, so that only the SLA KPI instances related to the case are visible. Navigate to make.powerapps.com and make sure you have the right environment selected. Click ‘Dataverse’ on the left side of the screen and search for the ‘cases’ table. NOTE: You might have to change the filter on the top right of the screen to ‘All’ as the ‘Default’ filter will not show the case table. After the case table opens, click on ‘Forms’ and click on the form you want to edit. The form will open in the Power Apps form designer, but since we cannot make this configuration in this designer (yet), we need to open the case form in the legacy designer. You can do this by clicking on the ‘Switch to classic’ button on the top command bar on the form. Once the form is open in the legacy designer, locate the SLA KPI Instance grid by double clicking it, then click on the controls tab on the top to access the SLA Timer control.

Click on the SLA Timer control to access the properties of the control. You’ll notice there are 3 options here that you can configure. Since we are going to change the status label on the SLA Timer, you need to click on the edit button next to ‘Customized labels’. In the window that opens you need to select ‘Bind to a static value’ and in the drop down you need to select ‘Multiple’, which should be the only option available in the option set. Here is where is becomes a little tricky. You’ll need to enter a formula in order to set the custom value you want to show for a status. You can configure this for one status or for multiple statuses. The way the ‘formula’ is constructed is as follows:

Language code=Value (not the label!) of the option in the SLA KPI Instance:The value you want to show in the control for this status.

So for example, if I wanted to show ‘SLA Met’ as a custom on the timer when the SLA KPI Instance status is ‘Succeeded” then I would enter 1033=4:SLA Met in the control. 1033 stands for the English language code, 4=the option set value of the status ‘Succeeded’ and ‘SLA Met’ is my custom status I want to show on the timer. Just to make it a little easier for everyone, below are the customizable statuses you can use for this:

• 1: Noncompliant
• 3: Paused
• 4: Succeeded
• 5: Canceled

You can find the languages with their corresponding codes by navigating to the Power Platform Admin center > https://admin.powerplatform.microsoft.com, selecting your environment and clicking on the settings button on the top of the page. From here you’ll need to expand the ‘Product’ section and click on Languages. This will load the languages screen showing the name and code of each language.

Now what to do if you want to change the label for multiple statuses? Yes that is possible as well, but you would need to separate the different statuses with a semicolon. For example let’s say that I want to change the labels to show ‘SLA Met’ for ‘Succeeded’ SLA KPI items and I want to show ‘SLA Missed’ instead of the Noncompliant status. This is what you would need to enter in the ‘Bind to a static value’ field: 1033=1:SLA Missed; 4:SLA Met if you have additional statuses you want to change you can just add them to this formula, but don’t forget to enter the semicolon in between! After the changes are made, make sure you save and publish the form!

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