How we can mention the Schedule of the Contract SLA relationship in SLA Definition

[Urvershi Anand]

We have defined the contract SLAs and we have attached the SLAs to the service contract. But when we add SLAs to the service contract we get the Schedule and Time zone fields as empty. But even if we set it up for something, it is the Schedule and Timezone which is set in the SLA Definition (Contract SLA) taking precedence and it reflected in the Task_SLAs. How we can have the Schedule and Timezone set-up in the below table to take precedence over the one on the SLA Definitions or how can we make these changes.

[Tony Chatfield1 · Accepted solution]

Hi, I haven't been able to find any information relating to the schedule\timezone fields on contract_rel_contract_sla.
I am not sure how long the fields have been around, but I can see them in 1 instance I have access too with a timestamp of 2019 and I found a community post from 2009 that mentions the table.
So old enough not to be functionality that is part way through development\release cycle, and they could be legacy fields relating to the earlier sla solution.

I would recommend logging a case with SNC support to have them clarify use\purpose of the fields.

If they are legacy then I suspect your only solution would be customizing the sla engine,

but this is a core and complex piece of the platform and I would not recommend this as development path to follow.