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MS CRM 2015
In case entity once we create the record the sla timers will start based on sla items we have configured in sla agreements. recently our client need ONE scenario like when he reopens the case from resolved state SLA records should also reinstate and timers should start. for this we have done with a workflow to start the applicable when date field and its working fine. we are able to reinstate records those which are succeeded in the sla timers. we are unable to start the sla timers for expired status for sla timers. please suggest me.
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