EIC Subcategory SLA Settings

[Former Member]

Hi,

I have a top subcateogory (level2) that has 6 subcategories (level 3) under it with same SLA, hence I could see only one entry in the table:V_HREIC_SLA_TGT.

However, there is a new requirement to add 7th subcategory (level3) with a different SLA.

1) Can I create a new entry in the table marking SLA for this subcategory alone or
2) Should i need to create 7 entries in the table marking SLA individually

3) Please clarify what is the importance of activity priority under selection criteria tab in the table: V_HREIC_SLA_TGT

I would really appreciate if any one could help me on this.

Thanks,

Kishore

[Pazahanick_Jarr · Accepted solution]

You should build the SLA at the lowest level where there are differences so in your example below (if I understand correctly) you would create 7 SLA's.  As far as the priority you can have different SLA's for different priorities (ie High Benefits 4 hrs and low benefits 12 hours)