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Is anyone aware of use cases for the SLA attached to a service contract? We can create an SLA template, which can have multiple lines included into the template with different response and resolution targets.
It seems that the SLA only considers the first template line - we cant work out why. Any help from the community would be appreciated
Best answer by Anjana
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+6
Hi,
If you have multiple lines on SLA Template, the first line might be auto-selected as the default. Once the SLA Template is selected ( based on the criteria), then it will be down to Work Stage ID. In short, you may have 1 response for Initiate phase (work stage) another the disassembly phase. In order to pick up the correct line, Work Task should have the matching Work Stage ID
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