SLA doesn't retrigger when the the criteria changes

Behavior:
Once SLA criteria is met, it reaches terminal status and no change to the status happens even if the criteria changes, resulting in newly applicable success conditions not met.

Steps to retrigger SLA when criteria Change:
From the Copilot Admin center App, Enable SLA Recalculate option.

Enabling SLA Recalculate ensures that:

• The SLA is recalculated whenever the criteria change.

• A new SLA instance is created, even if the previous SLA condition was already met and its success action executed.

• This allows subsequent success actions tied to new criteria to run without manual intervention.