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.