SLA from contracts

maro
Tera Contributor

‎02-07-2023 11:16 PM

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.

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maro
Tera Contributor

‎07-04-2024 02:26 AM - edited ‎07-04-2024 02:27 AM

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

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‎07-04-2024 08:20 AM

Hi @maro 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. 

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ColeM
Kilo Sage

3 weeks ago - last edited 3 weeks ago

I was able to apply SLAs using Service Contract [ast_service], not Contract [ast_contract].  

 

 

  • The SLA related list can also be added to Service Contract
    • Note: I needed to use this article to add the edit button to workspace related list 
  • When an SLA is related to a Service Contract, the SLA is applied to Cases where the Contract field is populated to the relevant Service Contract.
  • Once a relationship is made, the SLA does not apply to Cases where there is no Service Contract relationship.  
  • There is a field on the Service Contract "Process non-contractual SLAs" which controls if SLAs are applied when the  the SLA condition is valid but no SLA/Service Contract relationship exists.

 

 

Below is documentation about the necessary plugin and basic setup. 

Define a service contract

ServiceNow Documentation: 

A new table of SLA contracts is provided through the Service Level Management > Service Contracts module. These contracts group together SLAs that relate to a single vendor or customer, as well as the CIs, locations, groups, users, and child contracts that are related to the contract.

The table Service Contract [ast_service] extends the table Contract [ast_contract]. It stores information about service contracts for asset management purposes. To get the service contract functionality, activate the Service Level Management - Contract Management Integration [com.snc.sla.contract2] plugin. Installing the SLA Contract Add-on plugin adds relations to this table to make it useful for Service Management purposes. Once the plugin is installed, the Service Contract record possesses related lists for:
  • SLAs
  • Contract CIs
  • Contract Locations
  • Contract Groups
  • Contract Users
  • Child Contracts

 

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