1. Go to Settings > Customizations .
2. Choose Customizations , then choose Customize the System .
3. In the solutions explorer, expand the SLA KPI Instance entity, and then select Forms .
4. Select New > Quick View Form from the tool bar.
5. In the Form group, click Form Properties , and then specify a form name.
6. Double-click the section, type a meaningful name for the section, and then click OK .
7. Select the section, and on the Insert tab, click Timer .
8. Specify a name and label for the timer, and the data source for the failure time. Following is an example of the properties you'd set for a timer for a Case entity. Note Typically, for enhanced SLAs, the timer control is set up using the SLA KPI Instance status field values only.
9. When you are finished, click OK .
10. Publish the customizations .