Hi,
you can have multiple SLAs in the system, but each case can run only with one SLA.
This is based on entitlement attached to the case.
Case created with no entitlement associated:
- Default SLA will be applied to the case. When no default SLA exists, no SLA will be applied to the case.
Entitlement is associated to the case:
- When the entitlement has an active associated SLA, the associated SLA will be applied to the case.
- When the entitlement does not have any active associated SLA, the default SLA will be applied to the case.
- When the entitlement does not have any active associated SLA and no default SLA exists, no SLA will be applied to the case.
Michal