Finding an applicable SLA
A valid SLA is selected based on the order data, using the search priorities and scope that are defined for the SLA. The search process searches for a unique match within the defined SLA scopes.
Hierarchical search
It is also possible to search hierarchically on specific fields, such as Asset, Asset group, Department, Property and Order group.
 | In Field definer > SLA search priorities > Business object settings, application managers can select the fields on which you can perform a hierarchical search for an SLA. |
This image is an example showing the search process.
In the above example, based on the hierarchical search and values entered on the order, Scope 2 will be applied to the order.
During the search the following points are taken into account:
• The order of the search fields from > determines the sequence in which SLA scopes are applied.
• For SLA search priority fields, matching SLA scope(s) are found via a hierarchical search from bottom level to top level.
• If the search results in multiple SLA scopes, it will count as 'no SLA scope found'.
• The search for a unique SLA ends as soon as a unique SLA scope is found.
• The number of fields defined in the SLA scope must exactly match the number of fields defined on the contract line.