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How to restart SLA when a Case is reopened (OOTB only) in Dynamics 365?

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Posted on by CU15012009-0

Hi 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:

OR Group:
- Case Type = X
- Case Reopened Date contains data

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:

Initial Case SLA Items
- Condition: Case Reopened Date does not contain data
Reopened Case SLA Items
- Condition: Case Reopened Date contains data

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:

Has anyone successfully handled SLA restart on case reopen using only OOTB capabilities?
Will using Case Reopened Date in SLA “Applicable When” conditions reliably trigger SLA recalculation?
Is separating SLA items for reopened cases considered a good design practice?
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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Dynamics 365 Customer Service

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11manish 584 on at

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My evaluation of Your Approach 1 (Case Reopened Date Condition)

Your idea:

Applicable When: Case Type = X OR Case Reopened Date contains data

What will happen

When the case is reopened:

SLA conditions may become true again

But the existing SLA KPI instance remains

Result:

Timer continues from original start time

It will NOT restart the SLA timer.

This approach alone will not fully meet your requirement.

My evaluation of Your Approach 2 (Separate SLA Items)

Your structure:

Initial SLA
Case Reopened Date = Empty
Reopen SLA
Case Reopened Date Contains Data

This is closer, but there is still a challenge.

Because:

The SLA instance already exists

Dynamics may not create a new SLA instance

So again the timer may not fully restart.

My approach :

To restart SLA when a Case is reopened (OOTB):

Create a Case Reopened Date field.

Populate it when a Case is reopened.

Create a separate SLA policy for reopened cases.

Enable Allow SLA Replacement and Recalculate SLA on terminal status.

The system applies a new SLA instance starting from the reopen time.

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CU15012009-0 8 on at

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Hi Manish,

Thanks again for your earlier suggestion. I wanted to share what I have tried so far and where I am still facing issues.

Expected Behaviour

My requirement is fairly simple:

When a Case is created, the original SLA should trigger and run.

When the case is resolved, the SLA should show Succeeded or Failed.

When the case is reopened, a new SLA cycle should start for the reopened case.

When that cycle is resolved, it should again show Succeeded or Failed.

If the case is reopened multiple times, each reopen should start a new SLA cycle, while preserving the previous SLA KPI history.( It is fine if we to overwrite to latest one)

Approach 1 – Single SLA with Two KPI Items

I created a new SLA KPI for reopened cases with:

Applicable From = Reopened Date

Under the same SLA I created two SLA Items:

1️⃣ Original Case SLA Item

Applicable When:

Case Type = Data Protection Rights Request

Reopened Date does not contain data

Applicable From:

Created On

2️⃣ Reopened Case SLA Item

Applicable When:

Case Type = Data Protection Rights Request

Reopened Date contains data

Applicable From:

Reopened Date

This works for the first reopen, but if the case is reopened a second time, the SLA does not trigger again.

Approach 2 – Enable “Recalculate SLA on Terminal Status”

When I enable:

Recalculate SLA on terminal status

the SLA re-triggers on reopen, but the problem is:

The original SLA KPI also starts again, which should not happen.

Approach 3 – Two Separate SLAs

I also tried creating:

SLA 1 → Original Case SLA

SLA 2 → Reopened Case SLA

with mutually exclusive conditions using Reopened Date.

However, when the case is reopened, the original SLA KPI instance becomes Cancelled, which is not the desired behaviour. Ideally, the original SLA KPI should remain Succeeded/Failed, and only the reopened SLA cycle should start.

Question

Is there a recommended OOTB configuration that supports:

Multiple reopen cycles

Starting a new SLA cycle on each reopen

Preserving previous SLA KPI results (Succeeded/Failed)

Avoiding the original SLA being cancelled or restarted

Any guidance would be greatly appreciated.

Thanks again!

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