How SLAs are Selected
This section describes the process by which SLAs are selected.
The SLA Selection flowchart describes the process by which CSM determines the Incident SLA.
In OOTB content, the stored variable
Use time-based SLA mode is set to
True so OOTB SLAs will select based on the shortest amount of
time for any associated SLAs.
The Service is Shortest SLA flowchart describes the decision-making process to determine that Service is the shortest SLA. Other SLA types use a similar workflow.
- In the Time-Based Model, this is one sample expression that returns true if service is the shortest SLA. Every SLA type has a similar expression.
- When a ticket is created, CSM uses a selection model to ensure the shortest SLA applies. You can also set the system to use the Hierarchy-Based Model, where specific SLA types win out.