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This documentation supports the 19.08 version of Service Level Management.
To view an earlier version, select the version from the Product version menu.

Using the Qualification Builder to create expressions

You can use the Qualification Builder to create expressions with the Application Field, Keywords, and Symbols lists to enter your qualification, or you can type the qualification manually. 

The following example means that this service target applies to every record in a configured Remedy AR System form that has the category of "Hardware" and a priority of "Urgent," if it is submitted, modified, or imported. 

'Category' = "Hardware" AND 'Priority' = "High"

The following are some other examples.

'Priority' = "High" AND 'Urgency' = "3-Medium"
'Company' = "ABC Company" AND 'Organization' = "Finance" AND 'Department' = "Payroll" AND 'Site' = "San Francisco, CA"
'Category' = "Business Service" AND 'Type' = "Customer Service"
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