I have one question about the classic_sla_processing option, customer's the production enviornment has installed the classic_sla_processing option and now they have several problem with the violation time on incident and request, I planed desinstall this option but I don't know whic can be the impact if i change this option.
for example, one issue is that they change the category and they need that the SLA change; the SLA is assignee by category and in this momento with the option installed the SLA don't change to the new. I understand that if this option is installed, allow only one SLA on the ticket.
Jorge, I copy the online description for this option here "
Enables the "classic" model of service types and SLA's. This model uses the Rank value for Service Types to determine the correct Type for a ticket. Only one Service Type can be applied to a ticket.
Note: The Chg SLA Option, CR SLA Option, and Iss SLA Option are available if the Classic SLA Processing Option is installed.
so you can see with this option installed, only one service type is allowed and it is determined by the rank(lower rank overwrites the higher rank)