Edit review sla-timer-continues-when-closed-case-reopen.md

Author: v-phoebh

support/dynamics-365/customer-service/service-level-agreements/sla-timer-continues-when-closed-case-reopen.md

@@ -1,34 +1,34 @@
 ---
-title: SLA Timer Not Restarting From the Beginning When a Closed Case Is Reopened 
+title: SLA Timer Not Restarting from the Beginning When a Closed Case Is Reopened 
 description: Provides guidance on how to ensure the SLA timer restarts from the beginning when a closed case is reopened in Microsoft Dynamics 365 Customer Service.
 ms.reviewer: ghoshsoham
 author: Yerragovula
 ms.author: srreddy
 ai-usage: ai-assisted
-ms.date: 04/18/2025
+ms.date: 04/22/2025
 ms.custom: sap:Service Level Agreements, DFM
 ---
-# A SLA timer continues instead of restarting when a closed case is reopened
+# SLA timer continues instead of restarting when a closed case is reopened
 
-This article provides guidance on how to restart the SLA timer when a closed case is reopened in Dynamics 365 Customer Service. By default, the SLA timer continues from the previous time instead of restarting.
+This article provides guidance on how to restart the service-level agreement (SLA) timer when a closed case is reopened in Dynamics 365 Customer Service. By default, the SLA timer continues from the last time instead of restarting.
 
 ## Symptoms
 
-When a case is closed and then reopened in Dynamics 365 Customer Service, the [SLA timer](/dynamics365/customer-service/administer/add-timer-control-case-form-track-time-against-sla) continues from the previous time instead of restarting from the beginning. You expect the SLA timer to reset and start anew upon reopening the case.
+When a case is closed and then reopened in Dynamics 365 Customer Service, the [SLA timer](/dynamics365/customer-service/administer/add-timer-control-case-form-track-time-against-sla) continues from the last time instead of restarting from the beginning. You expect the SLA timer to reset and start again upon reopening the case.
 
 ## Cause
 
-The SLA timer doesn't automatically restart upon reopening a closed case. By default, it continues to run, accounting for holiday hours, nonbusiness hours, and pause time, while projecting SLA warning or failure time.
+The SLA timer doesn't automatically restart upon reopening a closed case. By default, it continues to run, accounting for holiday hours, nonbusiness hours, and pause time, while projecting the SLA warning or failure time.
 
 ## Resolution
 
 To ensure the SLA timer restarts when a closed case is reopened, you need to enable SLA recalculation in the system. Follow these steps:
 
-1. Navigate to the [Copilot Service admin center (previously known as Customer Service admin center)](/dynamics365/customer-service/implement/cs-admin-center).
+1. Navigate to the [Copilot Service admin center (previously known as the Customer Service admin center)](/dynamics365/customer-service/implement/cs-admin-center).
 1. Go to **Service Terms** in **Operations**.
 1. In the **Other SLA Settings** section, select **Manage**. The **Service Configuration Settings** view is displayed.
 1. Locate the **Recalculate SLA on terminal status** setting.
-1. Set the option to **"Yes"** to enable SLA recalculation.
+1. Set the option to **Yes** to enable SLA recalculation.
 
 ## More information