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SLA timers

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Posted on by Community Member Microsoft Employee

Hi All,

Quick question about SLA timers. When a case is closed and the SLA is in compliance this is fine, but when this case is re-opened the SLA fails and is non-compliant.

Should this be happening as I was under the belief that if the closed case was compliant and then re-opened the timer should start again from the original time left of the SLA. What should the system be doing in this circumstance?

Is there a better way to handle re-opening a case such as when re-opening, merge the closed case details with a new case so that the SLA's are started normally?

Many thanks

Lee

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Michel van den Brink 4,697 on at

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RE: SLA timers

Hello LeeJ,

Out-of-the-box there is no consideration for re-opening Cases when it comes to the SLA timers. The KPI specifications for an SLA are applied when the Case is created initially and will not be updated at any point during the lifespan of the Case (other than validated if it's completed yet)

There is no configuration to change the SLA/KPI specifications nor a configuration to reset the timers based on a re-opening of a Case.

In practice what we generally recommend to customers is the creation of a follow-up Case, which is linked to the original Case (via 'Find related Cases') Not exactly what you are looking for but, hopefully a possible direction for you to take.

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