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The timer usually recalculates once the Applicable field has been modified. It also recalculated Succeeded SLAs if the success criteria has not been satisfied anymore.
However, once the SLA timer has expired, it no longer recalculates. Is there a way to make it recalculate and restart its timer?
Hi TrishaBoro,
It seems that it is by-design.
When the sla has been applied to the case, there is one sla kpi instance record related to current case has been created.
Through my testing, if you change the applicable field before the SLA expires, another instance of the SLA KPI is created, which means the timer is recalculated.
When Sla expires, we can't restart its timer(no new sla kpi instance records will be created) even if you change the applicable field.
However, you can try to delete original sla kpi instance after changing the Applicable field.
Then you will see that timer can be recalculated:
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