Invariably the requirement is slightly more complicated and OOTB does not always work - problem being that [SLA Start] and [Business Hours] cannot be set individually on SLA Items.
But now I understand with CRM 2016 we can apply non-default SLA programmatically by re-pointing SLAId (msdn.microsoft.com/.../mt671128.aspx).
So my first requirement is 'Acknowledge by end of next business day' so I'm setting my startSLA field to end-of-current-day and using 9.5 hours respecting business hours calendar schedule - so far so good :-)
Then next, 'Resolve within 8 weeks elapsed time regardless of any calendar', so I'm wondering if it's possible, on successful acknowledgement to re-point to new SLA for Resolving?
Has anyone tried this?
