How to configure SLA for a case based on the parent child relationship?

[Kannan Nair]

We have a requirement where SLA's has to be configured to the each case based on few conditions.

Also, there is a table to add parent child relationship between cases and the requirement is that whenever the parent is added to a case, the SLA which is running on the child case should be cancelled and the new SLA has to be attached to the case which should be same as the parent SLA.

I checked the possibility of adding it through the OOB functionalities and was unable to find out the same. So whether the querying has to be done on the Task SLA table to achieve this functionality

[Dominik Simunek]

I don't see any really simple way how to achieve it. I have only these ideas I would try:

- make sure that existence of Parent-Child relationship is somehow stored on the Child record so that you can configure SLA Definitions in a way that Start Condition contains "Parent is empty" - meaning they run only if there is no parent for the record. Then if you have set SLA Definitions in a way that they are cancelled once Start Condition is not met, the running ones are cancelled.

- I would try not to duplicate Task SLAs for child records but instead think about only showing parent's SLAs in the child record. You could build a new Relationship to add related list with Parent's Task SLAs. In such case you do not duplicate the measurements (better performance).

Best regards,

Dominik