Contract-linked SLA does not kick in when case is created by account contact

[Jacques Clement]

Hi,

I have this very weird scenario where depending on the user (contact) that creates a new case, the SLA definition that is attached to the service contract does generate the SLA entry. The setup is like this:

1. I have an SLA Definition against the sn_customerservice_case table;
2. This SLA definition is added to a Service Contract;
3. The Service Contract is for a given customer, let's say ACME.

I have this super weird behaviour:

1. If a user (i.e. someone from the customer service team) creates the case against this contract, the SLA starts (also proving the start condition is fine)
2. If a contact (i.e. someone from ACME) creates a case with the exact same attributes (therefore the contract is automatically populated), then the SLA does NOT start
3. If I remove the SLA Definition from the contract, then it always starts

I have not managed to figure why this is happening but attaching SLAs to Service Contracts is a very common thing in the Managed Services world, so this should just work out of the box.

Any thoughts?

JC

[SebastianKunzke]

For me the only reason could be the automatism, that is setting the contract in the case. Could you check, if it may stop the other business rules? When and with which order is the business rule running?

In case you just want to validate, if the automatism is the reason, I would suggest to create a record producer, where the contact could also choose the contract. If the SLA then is created, it is the automatism.

[Jacques Clement]

Thanks for taking the time, appreciate it.

I had the same thought but the (same) contract is properly populated by the out-of-the-box business rule, in all scenarios. The only difference is the persona (internal user vs. external contact) that initiates the case creation.

Turning business rule debugging on and looking at the order sounds like a good idea.

Record producer is a good idea too, but I wanted to stick to 100% out of the box (it's a CSM proof of concept) so I'm using the standard "Create Product Case" menu item (which is a catalog item I reckon).

Best,
JC

[jayr]

Hey @Jacques Clement 

Were you able to get to the bottom of this?