Finding an applicable (sub)SLA
If a unique SLA is found, then a subsequent search is performed to see if there is a specific (sub) SLA that is valid on the insert moment of the request/order.
• If a unique sub SLA is found, this sub SLA will be considered and applied.
• If no unique sub SLA is found or no sub SLAs have been defined at all, the parent SLA will be considered and applied.
• The SLA related fields on the order such as SLA, Contract line, Weighting are set. For field information, refer to SLA related fields on request/order.
• The requested TTR/TTA/TTF/TTC of the order will be calculated based on the SLA found.
• The costs, labor hours and estimates as defined on the contract line or SLA are copied to the order.
 | Finding SLAs based on the insert moment is not supported for suborders under reservations and suborders under planned maintenance orders. |
| | The insert moment of the order/request is taken from the Reported on date-time of the order or by the Planned Begin Date Time in case of an order generated by the Service planner. If the Original reporting date-time is specified, this date-time will be used as insert moment. |
| | If no unique SLA is found, the order/request can still be saved. To prevent the saving of order without an unique SLA, the setting Accept request with Valid SLAs only can be set to Yes in Field definer > Order settings > Orders BO. Note that this only applies to Requests and Move requests. |