CASE CHG-26692-19-300526:

Adjustments are made to the SLA selection when creating or editing a case; The SLA assignment will take into account the entire list of SLA assignment priorities for the service.

The SLA will be assigned to the case in order of priority, in the order in which the priority is assigned; if the first option does not have an SLA defined, the SLA of the second option will be assigned and so on until an SLA associated with one of the options is found.

In the case in which Company, Customer, Category, CI or Location do not have a defined SLA, the default SLA of the service will be assigned to the case.