Hi All,
Need guidance on two SLA Definition problems.
Setup: One default SLA Definition attaches to all Catalog Tasks. Catalog items needing a custom SLA are excluded via condition builder (Catalog Item is not X) — currently ~301 such clauses on the default SLA.
Problem 1: The exclusion list doesn't scale. Every new custom-SLA catalog item means editing this same condition again. It's also a single point of failure for all default routing.
Problem 2: Update set migrations sometimes push an older SLA version over the current prod version, silently rolling back active SLA logic. Possibly related to sys_updated_on skip/conflict handling during commit.
Has anyone faced a similar problem and resolved it? Would appreciate any guidance on the right approach.
Thanks in Advance!!
