Ranking system for service level agreements
In the Service Level Agreements application, there is a ranking system that uses a ranking value to select one or more service level agreements to apply to a record. Depending on your configuration, you can either apply one or multiple service level agreements to a record. You set these options at the site level.
Service level agreements are ranked in the following ways:
- If application of one service level agreement is allowed, and more than one service level agreement matches a record, the value in the Ranking field is used to select a service level agreement. The matching service level agreement with the highest ranking (the lowest number in the Ranking field) is applied.
- If application of more than one service level agreement is allowed, all matching service level agreements are applied. If more than one service level agreement is allowed, all matching service level agreements are applied. The service level agreement that calculates target dates either is the service level agreement with the highest ranking or the service level agreement with the most stringent commitment time. Your system administrator determines this setting.