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What’s happening?

When a case is closed and subsequently reopened, the SLA timer continues from the previous time instead of restarting from the beginning. User requires the SLA timer to reset and start anew upon reopening the case.

Reason:

The SLA timer does not automatically restart upon reopening a closed case. By default, the SLA timer continues to run, including holiday hours, non-business hours, and pause time, while projecting the SLA warning or failure time.

Resolution:

To ensure the SLA timer restarts when a closed case is reopened, you must enable the recalculation of SLAs in Dynamics 365 Customer Service. Follow these steps:

  1. Navigate to the Customer Service Admin Center App.
  2. Go to Service Terms.
  3. Locate the Recalculate SLA setting.
  4. Set the option to "Yes" to enable SLA recalculation.

For detailed guidance, refer to the following Microsoft documentation: