Is there a way to add a SLA to Interaction, which should close when a incident/request is created?

[gramalingam]

We are trying to add a SLA to interactions, but we don't see interactions in the Table option under SLA definitions? Can someone help with this please? we want to create an SLA that should close when a incident or a request is created from an interaction. Any information is appreciated. Already tried the solution in a previous post, by editing the base_table value to "true" from "task", that doesn't help either.

[The Machine · Accepted solution]

It looks like Interaction doesn't extend task.  IIRC, its been a while.  I don't think SLAs work even if you force it on a table that does not extend task.

This would probably be a custom solution with a business rule and scheduled job that is checking the interactions at regular intervals.  

Hope that helps 🙂 

[Hangmanmio]

@The Machine Hi, 

Apologies for ambushing you using another person's question, but this is the most relevant response regarding SLA on non-Task tables I came across so far. My situation is very similar to author's, and I would be very grateful if you give me a hand: 

The customer uses Calls [new_call] records for capturing interactions between Service Desk agent and users related to Incidents and Service Requests (to be honest, I still do not fully understand what's logic behind it, but that's another thing). They want to measure a Response Time SLA for those records, starting from the creation of the record to the "conversion" to an actual Incident or a Request. Is this even possible? You mentioned "a business rule and scheduled job", that could check the Calls (in this case), how would that work? 

Thanks a bunch in advance!

Regards,

Mira