Does the strictest SLA apply?
Hi there,
Let’s assume we have Category = X, Subcategory = Y and Item = Z and we have configured 2 SLA’s:
SLA 1: Item is Z => response = 1 hour and resolution = 1 hour
SLA 2: Subcategory is Y => response = 1 day and resolution = 5 days
Whenever a request is created with Category = X, Subcategory = Y and Item = Z which SLA will be applied?
Since there is no execution order for SLA I wonder if the system will apply the strictest SLA. The issue is that I am not able to define SLA 2 as Subcategory is Y and Item is not Z (in fact SLA 2 applies to all items for Subcategory Y except for Item Z).
Best regards,
Demetrius
SLA 1: Item is Z => response = 1 hour and resolution = 1 hour
SLA 2: Subcategory is Y => response = 1 day and resolution = 5 days
Whenever a request is created with Category = X, Subcategory = Y and Item = Z which SLA will be applied?
Since there is no execution order for SLA I wonder if the system will apply the strictest SLA. The issue is that I am not able to define SLA 2 as Subcategory is Y and Item is not Z (in fact SLA 2 applies to all items for Subcategory Y except for Item Z).
Best regards,
Demetrius