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Question:


if a customer has multiple service contracts (with or without covered products), and there are default SLAs for generic ticket attributes, in what sequence will the SLO get applied?


Answer:

SLO Determination Sequence in general :

  

  1. SLO in Contracts from ticket attributes
  2. SLO from ticket attribute

      

  

Example :SLO usage in Contract/ ticket

  

Given:

I Contract ´A´ (with Contract SLO ´B´on Header), which is determined/ selected if account ´C´ [with/without covered products] was entered in ticket -`

  

II Ticket `E´, ´G´, ´H´, ´I´ and  ´L´ are created which allow

    usage of SLO ´B´ derived from a contract ´A´ and/or

    usage of a `Standard´ SLO ´F´ derived from ticket attribute or independent from ticket attribute the SLO ´K´

  

  

1) If both SLO´s  ´B´ and ´F´ can be applied related to the entered values in the ticket ´E´:
-> then system will automatically determine/ calculate with contract SLO ´B´ 

  

2) If only the Standard SLO can be applied related to the entered values in the ticket ´G´:

    -> then system will automatically determine/ calculate with standard SLO ´F´

  

3) If only the Contract SLO can be applied related to the entered values in the ticket ´H´:
-> then system will automatically determine/ calculate with contract SLO ´B´

  

4) If none SLO can be applied related to the entered values in the ticket ´I´:
-> then system will automatically determine no SLO

  

5) If the user overwrites the automatically determined SLOs ´B´ or ´F´ or ´no SLO ´, manually in the ticket ´L´ …by a different SLO ´K´

    -> then system will use this SLO ´K´ and won´t process an automatic [re-]determination  (–> this is only via backend possible!)

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