Ranking SLA Policies

Ranking SLA policies means defining the execution order of them. Any organization must create a priority order for the SLA policies in coherence with the business requirements.

Using the icon respective to the policies, the application allows you to arrange the existing policies in a particular sequence, as the order of execution depends on their position in the SLA Policies section. In process, if there are multiple SLA policies corresponding to a module, the application automatically picks the first policy in the list and evaluates the associated SLA condition against the records in the module. If a record matches the condition, the respective policy is applied to the record; if not, the successively active SLA policy is executed, and so on.

It is to be noted that only one SLA policy applies to a record. While assessing a record, if the condition for more than one SLA policy evaluates to true, the policy whose condition is foremost met will apply to the record. The other applicable policies in the list are ignored.