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 :
- SLO in Contracts from ticket attributes
- 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!)
