SLA from contracts

[Mathias Roed1]

Hi everyone,

Can anyone explain me how the table that references ast_contract works. I can't seem to find any documentation on this.

The table is called: contract_rel_contract_sla, and is a related list on contracts that points the contract to a SLA with the following fields:

Contract (Ref)
SLA (Ref)
Timezone
Schedule.

The dream scenario would be that i could configure a SLA to use the input from contract_rel_contract_sla in the schedule and timezone, but that does not seem to be the case. Neither can i build i trigger condition via that relation to trigger the SLA from this relation.

[Community Alums]

Hi, did you find an answer to this one? I'm also interested in a solution

[Robbie]

Hi @Mathias Roed1(And @Community Alums),

The 'contract_rel_contract_sla' table is simply a 'many to many' table. It handles the multiple relationships between both the Contract table and the SLA table. As it's not a one to one relationship, a bridging table is required - hence 'contract_rel_contract_sla'.

It's used to store these multiple record and allow effective and normalized reporting.

You'll see other many to many tables across the system, with cmdb_rel_ci probably being the most well known - for handling relationships betwen CI's (Configurations Items).

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[Community Alums]

Hi @Robbie  
But is there a way Contract SLAs can dynamically drive a shared set of Resolve and Response SLAs - avoiding the need to create a new set for each new customer

e.g. say
Account A has a P3 Resolve SLA of 5 days with schedule 9-5
Account B has a P3 Resolve SLA of 5 days with schedule 24/7 
They both have the same start, stop, pause etc conditions - is there a way through contract functionality (or entitlements even?) to use the same SLA (to avoid duplication) but have the schedule driven from the contract?

hope that makes sense?

[Robbie]

Hi @Community Alums and @Mathias Roed1,

My initial response was answering the initial question: What is the 'contract_rel_contract_sla' for and how is it used. It's simply a many to many table.

@Mathias Roed1- So as to help others with a similar question to initial thread - please mark this response correct by clicking on Accept as Solution and/or Kudos.

@Community Alums- With regards to your followup question and using a single SLA (Eg P3 Resolve SLA of 5 days) but applying a different schedule based on ticket data - this is possible.

Within the SLA Definition there's a field called 'Schedule source' which you can choose to point to the table the SLA is running on. See the below screen shot and example for CSM (Customer Service Management). Once you select the 'Case' field which is the Case table (For CSM), you can then select appropriate field on the 'Schedule source field' which is the schedule you wish to run the SLA against. This field also allows dot walking so you could sun it on the account schedule field for example.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie