SLAs priority order

[Dr4gon]

@ralf401 I also learnt yesterday that SLAs similiar to our other custom configuration, such as trigger, core workflows etc. follow the first come, first serve logic. I.e. the first SLAs in the list has priority over the next. It might be helpful to mention that, as well as think about that for trigger, core workflows etc.

[ralf401]

Sounds like an edge case to me that the same ticket is affected by more than one SLA. And if so, assuming there are different time frames in each SLA, does the next SLA reset the escalation from the one before or does it just keep the "earlier" escalation?

Maybe you can give me an example where this can be relevant?

[ralf401]

@Dr4gon Not sure if you got a notification about my first comment. I still don't exactly understand what you mean. I added/kept a paragraph saying that SLAs should not overlap tickets because of potential conflicts. In case this is not what you meant, feel free to add your explanation here.