If you have an SLA applied, timers are deactivated when going to "On Hold" status type and reactivated when going back to an Open status type.

What we discovered is when a customer replies to a closed case and it reopens, the SLA is not applied and timers do not reactivate. We assume it is because the "Closed" status type is not pausing timers because that is what the "On Hold" status type is supposed to be for.

How to re-apply SLA's when going from closed to open?

Regards,

Drew