Case Copy Functionality not updating SLA

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Posted on by sandeepc

5,007

when I have a case open on CRM and i click on a button and the functionality creates another case with the same information than the case I had open initially
that functionality is working fine
but when I change the information the SLA doesn't get updated

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sandeepc 5,007 on at

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RE: Case Copy Functionality not updating SLA

any suggestions will b helpful as i am stuck with this
sandeepc 5,007 on at

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RE: Case Copy Functionality not updating SLA

I can edit anything in the case and resolve it again and no change is logged to the original KPI instance and there will be no new KPI instance either.

Even if I leave the case open for months before resolving it, this case is always considered to have met the KPI.

Whether this behavior is expected or not is debatable because in some other scenarios you might have a manager re-open

a case just to enter som additional information before closing it again and you might not want to lose the original SLA KPI instance information in that case.

However, in my requirement, the SLA timer should start again, so what can we do?
sandeepc 5,007 on at

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RE: Case Copy Functionality not updating SLA

can i get any responses or not for this tag?as it is imp
sandeepc 5,007 on at

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RE: Case Copy Functionality not updating SLA

any suggestions pls?