Service Level Agreement Rules - What is "Company" used for? in Service Manager Posted 5 hours ago Hi @samwoo Ok glad to hear we're making progress. Regarding the starting of the targets/timers, essentially the answer to your question is yes, wherever you place the start timer node in the BPM, it will be looking at the request data at that point in time and will apply your rules based on that, so if the priority is not set but you have referenced it in your rules then you will have the scenario where the SLA/SL is not applied. As an outsider to your organisation/processes its hard for me to say what the preferred course of action is in this case, but essentially you could do one of two things... 1. Adjust BPMs as needed to ensure the start SLM nodes are placed after the relevant data has been captured against the request (this would normally be the most logical and straightforward option) 2. You could create essentially a holding SL for requests where the priority is not set e.g. a "P - Unknown / 0" with default response/resolution times and set this with a new rule for when priority is not set. With the service manager setting guest.app.view.ITSM.serviceDesk.slm.enableAutomatedSLChanges enabled, when the priority is changed or set on the request it will then automatically re-run the service level rules and it would then update it to use the appropriate SL for the priority Hope that provides some further guidance... let me know if you have any further questions. Regards, Dave.