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4Hi Dynamics Community,
I’m looking for some guidance and validation on a Dynamics 365 Customer Service SLA design, specifically around restarting SLA when a Case is reopened, and the solution must be OOTB only (no plugins or custom code).
Requirement
When a closed/resolved case is reopened, the SLA should restart from the reopen time, instead of continuing from the original case creation time.
My Current Thinking
Since we cannot programmatically reset SLA instances without code, I’m trying to achieve this using SLA configuration and conditions.
Approach 1 – Use “Case Reopened Date” in SLA Conditions
We already capture the reopen event using a field:
Case Reopened Date
The idea is to include this in the SLA “Applicable When” condition.
For example:
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OR Group:
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Case Type = X
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Case Reopened Date contains data
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The expectation is that once Case Reopened Date is populated, the SLA condition becomes valid again and SLA should trigger accordingly.
Additionally, I plan to enable:
Recalculate SLA on terminal status
so that when the case transitions through resolved/closed and is reopened, the SLA gets recalculated.
Approach 2 – Separate SLA Items for Reopened Cases
Another idea is to create dedicated SLA items specifically for reopened cases.
Example structure:
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Initial Case SLA Items
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Condition: Case Reopened Date does not contain data
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Reopened Case SLA Items
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Condition: Case Reopened Date contains data
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This would effectively treat reopened cases as a separate SLA scenario, allowing a new SLA cycle to apply.
Questions
For anyone who has implemented similar requirements:
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Has anyone successfully handled SLA restart on case reopen using only OOTB capabilities?
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Will using Case Reopened Date in SLA “Applicable When” conditions reliably trigger SLA recalculation?
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Is separating SLA items for reopened cases considered a good design practice?
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Are there any limitations with “Recalculate SLA on terminal status” that I should be aware of in this scenario?
Any advice, best practices, or lessons learned would be greatly appreciated.
Thanks!
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