HI @Jeferson Silva
Move your SLA line for the Request Type above the other 3 so that it's first.
It works from the top down. Since your ticket has a priority of Medium and that line is 3rd in your SLA, it is processing that before it sees your 4th SLA line about the Request Type.
Moving it first means that will process first, and once it gets to the medium line it should understand that it met a previous criteria and not change.
Suzi
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