I have a query on the default SLA. Currently, if there is no SLA set up against the cat / sub cat then it comes through as medium. We want it to come through as a low. Anyone got any idea on the best route?
I would double check the configuration in V_HREIC_SLA_TGT as it is the key part of configuration. There is also a detailed article on SLA's contained in HR Expert that may be useful.
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