Dynamics 365 - Restart SLA Timers

When you have requirement to Apply SLAs on records (Cases for examples) in Dynamics, in some scenarios you should restart the SLA timers, thus we should have an editable field the SLA start based on it.

Follow these steps to create cases applicable from the editable field,

1 - Create a Date time (Not Date Only) field in the entity you want to apply the SLA on.

2 - Publish Customizations

3 - Create an SLA for this entity

4 - Choose the date time field in the applicable from SLA field as below

5- Add your First response and resolve KPIs rules and actions.

6 - Save and activate your SLA

7 - Apply the SLA on the entity record, whether by setting it as the default one or to update the record and fill the SLA field with your SLA.

8 - if you want to restart the SLA on a certain event, use a workflow to set the editable field to Now.

NOTE: Use an editable field always even if you don't have to restart the timers, once you create an SLA there is no way to change the applicable from field, so you will be forced to create the SLA again from scratch.

Thanks!