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In "classic" SLA processing (enabled if the classic_sla_processing option is installed in Options Manager) only one service type can apply to a ticket at any given time. When different attributes on a ticket have different service types associated with them, the higher ranked service type is used. The rank of a service type is defined when the service type is created, with the highest ranking being 1, the next being 2, and so on. For example, assume that the issue has a service type of 12-hour resolution (ranking 2), was assigned a priority code of 1, which has a service type of 4-hour resolution (ranking 1). The higher ranked service type determines the service behavior for the associated issue. In this example, 4-hour resolution is ranked higher than 12‑hour resolution, so the 4-hour resolution service type is applied to the issue.
Note: For more information about the classic_sla_processing option, see the Online Help.
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