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SLA project

Hello there,


We're starting a project & have multiple SLA's from different countries. There are some groups that require more than just 2 letters as abreviations (Austria - AT; Group #1 - HG; etc.). Unfortunately we have set the formula up to search for the first 2 letters in order to assign each incoming case to the specific country, but when cases are coming in from groups that have the same first 2 letters the formula doesn't know how to arrange them correctly. If we set the formula up for the first 3 letters of the countries/groups then it has difficulty assigning the regular cases from AT/NL/PT/UK.


Is there something we can add to the formula in order to keep this valid for groups that have the same first 2 letters or try to improve it for the first 3 letters (take into consideration that adding space after the country abreviation is not recognized).




Community Support Team
Community Support Team

Re: SLA project

@Anonymous ,


You may take a look at the post below.

Community Support Team _ Sam Zha
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.
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Re: SLA project

Thank you for the reply.


Unfortunately, this doesn't solve our issue. We've done it & we don't need just a replication of a vlookup formula, but a combination of 2 vlookup formulas so that when it gets the case with the same 2 first letters then it looks in another location in order to know which of the 2 groups it's from.


Case A (CG#1 - Country Group #1)

Case B (CG#2 - Country Group #2)

We need the formula to also look in another column with the Company Code to know which CG is from.

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