Hello All, I have SD 4.5 Sp 20. I have a problem with SLA in SC. I have define SLA for Service with Service Level Gold9x5, i think that is standard one, but in Service Level Agreement view, I see other one Service Level with different hours and so, When i choose Service in Service call then SLA applies, but Support hours of Service level is Incorrect and Dead Line calculate incorrect Instead 9x5 - Other one, see attached file below .... Sorry for my English .. :-)
I can't see any attachments, but I think you could have problems with weighting of Service Levels. Be aware that the weight field is not visible by default, you have to add it to the view and form of Service Level in Tools/System/Presentation/Forms/Codes/Service Level.