Service Level is not determined correctly or not get determined in Service Request or Service Order even though you've maintained necessary configuration in Determine Service Levels page and all the respective fields in service documents have been fulfilled.
Reproducing the Issue
Go to Service Entitlements workcent and navigate to Service Levels
Select respective Service Level XYZ (XYZ represents the name of Service Level)
- In the You Can Also tab, Select Determine Service Level
Open Incident Category Select Operator, choose filter option as BT - Between
Fulfill Incident Category value in numeric range. (For example: From 1 to 10)
You expect that in service documents which has any Incident Category number in between 1 and 10 will get determined as Service Level XYZ.
Go to Service Desk work center, click New Service Request.
Maintain Incident Category as 2.
The Service Level doesn't get determined.
Per system's design, Incident category is text field not a numeric field, which means even though you have maintained Incident Category in a numeric range(In this case, from 1 to 10) , since this is a text type field, hence only the two Incident Category you've input will be activated(In this case, 1 and 10).
Determinations for the data's to be shown in the add row is the following:
- Product category usage code = 1.
- Catalogue usage: Service request or service order.
- Categories: service request or service order from type 1.
- Incidents: Type code 2.
- Service level objective = active.
This is standard behaviour. These are the restrictions for when adding a new service level and why some things might not been shown.
You need to maintain multiple steps with proper string comparisons accordingly.
Service Level, Service Request , KBA , AP-SVO , Service Order Processing , How To