How to get business hours details programmatically in Dynamics 365

Question

I have several SLAs in my Dynamics 365 ORG. Every SLA have different business hours attach to it.

I have a requirement that needs to fetch the details of the business hours in the SLA programmatically (call within plugin/custom workflow).

The details that I need will be:

• The working hours each day (eg Monday 8 - 5, Tuesday 8.30 - 5.30, etc)
• The list of break time
• The List of holidays attached

Have tried using retrievemultiple and CRM Message like QueryScheduleRequest and ExpandCalendarRequest but so far haven't manage to get all the details.

Answer 1

You can get business hours (calendar) details manually but there are quite a few steps. I've outlined them below roughly, but I'd recommend you create a quick console application to debug and step through the attributes available to you in real time.

First query for the SLA you want. If you have the ID then use:

var sla = service.Retrieve("sla", ID, new ColumnSet(new string[] { "businesshoursid" });

Then get the ID of the business hours associated with the SLA:

var businessHoursId = sla.GetAttributeValue<EntityReference>("businesshoursid").Id;

Then retrieve the business hours (calendar) itself:

var calendar = service.Retrieve("calendar", businessHoursId, new ColumnSet(true));

A calendar can have multiple rules. Retrieve them using:

var calendarRules = calendar.GetAttributeValue<EntityCollection>("calendarrules");

These outer calendar rules will have a pattern which you can see using

var firstRulePattern = calendarRules[0].GetAttributeValue<string>("pattern");
// FREQ=WEEKLY;INTERVAL=1;BYDAY=SU,MO,TU,WE,TH,FR

But to get the working hours each day, you'll need the inner calendars. Using the first rule as an example:

var innerCalendarId = calendarRules[0].GetAttributeValue<EntityReference>("innercalendarid").Id;
var innerCalendar = service.Retrieve("calendar", innerCalendarId, new ColumnSet(true);
var innnerCalendarRule = innerCalendar.GetAttributeValue<EntityCollection>("calendarrules").Entities.FirstOrDefault();

From your inner rule, note the attributes duration and offset . These values are in minutes and will give you the working hours each day.