Service Level rules Completing the New or Save As form
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Create a service level rule by selecting Service Level from the Process category.

A service level rule has two key parts:

Field	Description
Applies To	Select a class to which this service level rule applies, typically a subclass of the Work- base class or Assign- base class. The classes you can enter here may depend on the RuleSet you select. On the Restrictions tab of the Class form, a class rule may limit rules applying to that class to belong to one of an explicit list of RuleSets.
Service Level	Enter a name for this service level rule. Begin the name with an alphabetic character, and use only alphanumeric and dash characters. You can override a standard service level rule in your application to fit the needs of your application. However, overriding, rather than choosing a distinct name in the Service Level field, may in some cases make it difficult to detect and debug whether the standard rule or the rule you created is executing. For example, if you override the standard rule Work-.NotifyManager in your application RuleSet version Alpha:04-01-23 with a rule Alpha-Finance-Order.NotifyManager, the Pega-ProCom agent may nonetheless execute the standard rule rather than your rule as desired, unless this agent has an appropriate access group that provides access to Alpha:04-01-23.

Choose both key parts of a service level rule carefully, especially on PRPC systems hosting multiple applications. Normally, the Pega-ProCom agent evaluates service level rules. This agent typically has access to RuleSets from all applications on the entire system.
When two service level rules in different RuleSets are both named Delta-Work-Object-.Platinum (for example), the Pega-ProCom agent finds and executes only one of the two, the one that appears in the RuleSet that is higher on the agent's RuleSet list.

For general information about the New form, see Completing the new rule dialog box. For general information on the Save As form, see How to enter rule keys using Save As.

Rule resolution

Full rule resolution applies to service level rules. When searching for service level rules, the system:

• Filters candidate rules based on a requestor's RuleSet list of RuleSets and versions
• Searches through ancestor classes in the class hierarchy for candidates when no matching rule is found in the starting class
• Finds circumstance-qualified rules that override base rules
• Finds time-qualified rules that override base rules

About Service Level rules