Creating an SLA for a table that is not an extension of task (Service Desk call - new_call).. how?

[andyy]

I am using the Service Desk call application (new_call) and wish to add SLA tasks to the records it creates. It is not an extension of the Task table so I don't appear to be able to select the table when defining an SLA. I know it can be done.. how (please)?

[adiddigi]

There is already an answer here : How to use an SLA on Custom Application (table not extending form task)

[andyy]

Thank you. I was fairly certain that I had saw this done (SLA task used) previously but may have been mistaken.

I will just look to use 'metrics' as an alternative solution, as the post recommends.

[edwajs]

Hi Andrew,

The design of ServiceNow's SLA Engines has always been based on either fields within the task table, or on a separate task_sla table with two main references in it; one points to the SLA Definition (contract_sla) and the other points to the associated Task (task or table extended off task).  

In other words, by data structures alone the relationship to task is embedded in the design.   It also pervades the code.

Regards,

Ed