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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Expired SLA recalculation
Customer experience | Sales, Customer Insights,...
Suggested Answer

Expired SLA recalculation

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Posted on by TrishaBoro 5

2023_2D00_04_2D00_25_2D00_10_2D00_52_2D00_59.jpg

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?

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  • Suggested answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at

    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.

    pastedimage1682487077087v5.png

    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.

    pastedimage1682478295637v2.png

    pastedimage1682478282636v1.png

    However, you can try to delete original sla kpi instance after changing the Applicable field.

    Then you will see that timer can be recalculated:

    pastedimage1682486983028v4.png

    pastedimage1682486971161v3.png

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