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BMC Helix Remedyforce Service Desk
How Remedyforce due date is calculated if multiple SLA has been applied on the record?
The Due Date calculation will take the Least Date and time. For ex: If Two SLA is applied on the ticket with first having 2 hours and another with 3 hours SLA time, then the due date calculated will be for 2 hours.
Explaination with example – Suppose there are below 3 SLAs configured in the Org.
SLA 1 – 2 hrs – Qualification =>Queue==L1 Support,
SLA 2 – 3 hrs – Qualification =>Queue==L2 Support,
SLA 3 – 4 hrs – Qualification =>Queue==L3 Support,
Step 1- Ticket is created and assigned to Queue = L1 Support.
Hence, SLA 1 will be applied.
Step 2 – Ticket is modified and Queue changed to L2 support.
Here,SLA 2 will applied.
Step 3- Ticket is further get modified and Queue changed to L3 support.
Here,SLA 3 will be applied.
It might be possible that two SLAs might have same Qualification then SLAs with less date and time will be applied.
Please note - SLA will be applied only if Qualifications are met.