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Martyn Houghton

Service - linking Service Level Agreements - honour order when adding multiple

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When linking multiple Service Level Agreements to a Service at the same time, the order they are selected is not honoured when they are inserted into the linked services list, but inserted in alphabetical order. This means you then have to then manually re-order them or add them individually in order. 

if they where added to the Linked Services list in the order they where selected, that would save these extra steps.

Cheers

Martyn

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Hi Martyn,

Do you mind if I ask how you are using the ordering of your SLAs or the reason behind having it in a particular order?   

Regards,

James

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@James Ainsworth

I was presuming, perhaps incorrectly, that if there was now rule match, the Service Level Agreement at the top would be defaulted too, given that you have the ability to re-order them in the UI.

I have also raised a support request about deault SLA rules  IN00150530, which required you to set a condition for a rule to be evaluated, even if you do not want a condition to be set so the last rule in the list sets the default SLA.

Cheers

Martyn

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If there is more than one Service Level Agreement but no rules defined, the first Service Level will be used.  If you have some rules in place, the order of the Service Level Agreements doesn't have a barring. 

If you are able to add a rule with no conditions, this is probably something that wasn't intended to be allowed.  If a rule has no conditions, there is nothing to evaluate.  The current way that this works is that if no rules are met, no SLA is applied which was done to cater for situations where a SLA is not required for a requests.  The Routing Rules have similar logic where if no rules are met the message is not processed.  If you want a particular SLA applied, if all other rules are not met, then the last rule needs to be a condition that is always met.

We might in the future provide a setting to allow a particular SLA to be applied if no rules match.

Regards,

James

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@James Ainsworth

I think it would be good to be able to specify a default without having to do a dummy rule, as this will be more sustainable, as there is always the chance the false rule you add does not apply in the future.

Cheers

Martyn

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