SLA24 Documentation

Resolving SLA Conflicts (Understanding the SLA Hierarchy)

An SLA profile can be assigned to multiple items affecting a ticket – for example Priority, Department, Status, Channel etc. When a ticket has values in more than one of these fields, the SLA ID is chosen based on a set order as follows:

  • Issue Tracking
  • SLA Category
  • Priority
  • Custom status
  • Ticket type (coming in SLA24 Service Desk 5.9.0)
  • Department
  • Channel
  • User profile
  • Company Profile

Understanding this hierarchy is very important when setting up SLA profiles for multiple ticket attributes.

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