Order of precedence Service Contracts and Priority

Document ID : KB000025216
Last Modified Date : 14/02/2018
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Question:

What takes precedence among Service Contracts and Priority associated with an SLA?

Answer:

This depends on whether the SLA downgrade option is installed.

  • If SLA downgrade option is not installed, whichever Service Level is higher should remain on the ticket or get added to the ticket.
  • If installed, the SLA can change to the new lower Service Type.

The following options can be found in Options manager:

cr_allow_sla_downgrade
iss_allow_sla_downgrade
chg_allow_sla_downgrade

Description about SLA downgrade option:

Note: You can find the details of this when you click on "Help on this option" from options manager.

This option alters the behavior of SLA Option by allowing the system to automatically downgrade a Request's Service Type.

This Option selects the best service type from among several Request attributes but will never replace the Request's current Service Type with a type of lesser rank.

If this Option is installed, the Service Types for all affected attributes are evaluated whenever one of the attributes changes.

The Request's Service Type is set to highest ranked type found, even if the new Service Type is lesser in rank to the Request's current Service Type.

The Service Type with the smallest Rank value is considered the best service. If all the Service Types considered are equal in Rank (including Service Types with empty Rank values), the Service Type created first in the database is selected.