web

You’re offline. This is a read only version of the page.

News and Announcements icon

Dynamics 365 CommunityForums Microsoft Dynamics CRM (Archived) SLA timers

Microsoft Dynamics CRM (Archived)

SLA timers

(0) Share

Report

Report

Posted on by Community Member

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

*This post is locked for comments

I have the same question (0)

All responses Img

All responses (1)

Answers Img

Answers (0)

Suggested answer

Michel van den Brink 4,697 on at

Like (0)

Report
Copy link

Link copied!

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.

Was this reply helpful? Yes No

Helpful resources

Quick Links

Leaderboard > 🔒一 Microsoft Dynamics CRM (Archived)

#1

#2

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans