Posted: 26 Aug 2019 12:35 EDT Last activity: 26 Aug 2019 12:41 EDT
Precedence on SLAs
I was searching for some documentation on how different SLAs stablished along the case resolution relates to each other (and which one takes precedence). It is clear we can define SLAs at case, stage, process, step, assignment level. But, if we define all of them, how do they relate/take precedence over the others?
Is there any documentation about that?
Is there any documentation about how all SLAs behave when other SLAs are defined on a higher level (case->stage->process->step/assignment)?
A queue item will be generated for the different types of SLAs. They will be processed according to the pyMinimumDateTimeForProcessing value that is set based on the goal and deadline times specified in the SLA rule.