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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / SLA for Reactivate Case
Microsoft Dynamics CRM (Archived)

SLA for Reactivate Case

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Posted on by Community Member

I have a SLA with KPI as "Resolve by First Response". It is triggering on Case Creation.

As per my configuration SLA will be Suceeded at case resolution.

Suppose I have to reactivate that particular case which was resolved and I want to trigger SLA.

Is there any way to start SLA for reactivate case ?

Thank you in advance !

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  • Verified answer
    gdas Profile Picture
    gdas 50,091 Moderator on at

    Hi Amaresh ,

    Please have a look below article -

    community.dynamics.com/.../how-to-restart-slas-for-reopened-cases-in-dynamics-365

  • Verified answer
    gdas Profile Picture
    gdas 50,091 Moderator on at

    In addition you can also check below article to make your understanding clear -

    gonzaloruizcrm.blogspot.com/.../sla-behavior-when-reopening-crm-cases.html

  • Suggested answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 Moderator on at

    Hi Amaresh,

    I haven't tried this yet myself but looks like you could follow the stes mentioned in the below article to restar the SLA.

    www.magnetismsolutions.com/.../how-to-restart-slas-for-reopened-cases-in-dynamics-365

    Hope this helps.

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