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Home > CRM 2015 > Incorrect date (KPI) calculation – Enhanced SLA

Incorrect date (KPI) calculation – Enhanced SLA

We have an ‘Enhanced SLA’ configured in our CRM application which was working fine in development environment.

Recently we deployed solution on Customer’s server and surprisingly SLA showing incorrect First Response\Resolve by KPI’s hence ‘SLA Counter’ showing wrong timer.

Refer below screen where Timer showing 561 days however ‘Failure Date’ was after 3 days.
Incorrect SLA Counter

Incorrect SLA Counter

Reason

  • Looks like its product issue with date calculations for non US based servers.
  • In simple terms if your CRM Application Server’s Region is Non-Us you might get wrong date calculations.
  • My customer is non-Us based and all the servers ‘Region’ settings set to their country which causing the issue.

Fix

  • In my case changing CRM Site Globalization culture to English (United States) (en-US) solved the issue.
  • Follow below steps
    • Open IIS
    • Select ‘Microsoft Dynamics CRM’ website
    • Double click on ‘.NET Globalization’ feature
    • Set ‘Culture’ and ‘UI Culture’ to ‘English (United States) (en-US)
CRM Website- Net Globalization

CRM Website – Net Globalization

  • Reset the IIS

Refer this article for more details

🙂

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