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.

[Mathias Roed1]

Hi @Community Alums 

We've stored our contractual agreements in the Contracts table and added custom fields for Support Hours, Response type (e.g. Standard) and Timezone.

We then built SLA definitions that trigger based on the contract field in our customer service cases.

For example, when Customer A creates a case, we look up their contracts based on certain criteria and populate the contract field on the case.

The SLA definition triggers based on Case.Contract. (See attached image)

The SLA definition dynamically uses the schedule we defined in the Contract table (Support Hours & Timezone).

This approach allows us to maintain only four SLA definitions for customers with standard SLAs.

For customers with flexible SLAs, we need one SLA definition per customer.

If you found this helpful, please mark this response correct by clicking on Accept as Solution

Best,
Mathias

[Community Alums]

Hi @Mathias Roed1 thanks for the tip -we might have to consider something similar then.
I was optimistically hoping ServiceNow had some clever solution which uses contract_rel_contract_sla to drive the SLAs dynamically based on data within the contract and/or entitlements. But sounds like it's simply a relationship table to help manage the data association from an administration point of view.