Service Level rules Completing the Create, Save As or Specialization form
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Records can be created in various ways. You can add a brand new record to your application or copy an existing one. Existing rules can be specialized by creating a copy into a specific ruleset, against a different class or (in some cases) with a set of circumstance definitions. Data instances may be copied but do not support specialization as they are not versioned.

Based on your use case, the Create, Save As or Specialization form is used to create the record. The number of fields and available options vary by record type. Start by familiarizing yourself with the generic layout of these forms and their common fields:

• Completing the Create form
• Completing the Save As form
• Completing the Specialization form

This help topic then identifies the key parts and options that are applicable to the record type you are creating.

Create a service level rule by selecting Service Level from the Process category.

Key parts

A service level record has two key parts:

Field	Description
Apply to	Select a class to which this service level applies, typically a subclass of the Work- base class or Assign- base class. The list of available class names may depend on the ruleset you select. Each class may restrict rules applying to that class to an explicit set of rulesets as specified on the Advanced tab of the class form.
Identifier	Enter a name for this service level. Begin the name with an alphabetic character, and use only alphanumeric and dash characters. You can override a standard service level in your application to fit the needs of your application. However, overriding, rather than choosing a distinct name in the Identifier 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 record carefully, especially on PRPC systems hosting multiple applications. Normally, the Pega-ProCom agent evaluates service levels. This agent typically has access to RuleSets from all applications on the entire system.

When two service level records in different RuleSets are both named Delta-Work-Object-.Platinum (for example), the Pega-ProCom agent finds and executes onlyone of the two, the one that appears in the RuleSet that is higher on the agent's RuleSet list.

Rule resolution

When searching for instances of this rule type, the system uses full rule resolution which:

• 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 rule

About Service Level rules