Link A SLA to Catalog Item

RudhraKAM · ‎02-21-2020

Hello

When we create a SLA is there a way to relate/show the SLA in the catalog item ?

We have SLA's where its hard to track which one is using for which catalog item.

Can some one help me how to achieve this

Michael Jones - · ‎02-21-2020

So, if you just want to display a list of SLA's where you want to show an association to a catalog item, you can create a M2M table to make that association. This would only be for display purposes and you would have to manually edit the list for each catalog item.

If you wanted to display SLA's automatically then you would have to create a relationship and would need to ensure that part of your SLA definition matches your catalog item, which could be as simple as adding a field to the SLA form as a reference to sc_cat_item.

Hope this helps!

If this was helpful or correct, please be kind and remember to click appropriately! Michael Jones - Proud member of the CloudPires team!

I hope this helps!
Michael D. Jones
Proud member of the GlideFast Consulting Team!

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Michael Jones - · ‎02-24-2020

Yes, if you only have one SLA that applies and it is a one to one relationship, a reference field would work just fine. Sorry, I was assuming there might be multiple that could apply to a Catalog item.

I hope this helps!
Michael D. Jones
Proud member of the GlideFast Consulting Team!

RudhraKAM · ‎02-24-2020

In some cases we do have multiple SLA for a single catalog item.

Can you please explain me this a little

So, if you just want to display a list of SLA's where you want to show an association to a catalog item, you can create a M2M table to make that association. This would only be for display purposes and you would have to manually edit the list for each catalog item.

I created

Created the Relation ship

what should be my next move ?

But if we follow the above patch , how do we address the SLA's in incident , change etc .. any idea

Thanks In advance for answering .

Michael Jones - · ‎02-24-2020

So, Catalog Item is unique in that it is a template. When you submit a Catalog Item, it creates a RITM, which creates sc_tasks. The RITMS and SCTASKS (individually) would display any SLA's associated to them in a related list already (you might need to add the related list to the form to see it).

The same would be true for Incident and Change.

All of these tables are extended from Task and would already have an association for SLAs.

Just to reiterate, adding a field or a related list to the Catalog Item will not cause an SLA to actually be attached to REQ / RITM or SCTASK itself. It would just give you a way to visually display what SLA's you have configured for that item.

I hope this helps!
Michael D. Jones
Proud member of the GlideFast Consulting Team!

johansec · ‎02-24-2020

We created two fields

Reference field on the catalog item
Read only field on sc_task.

Then a before business rule on sc_task, if there is no sla name defined from the workflow populate it from the catalog item of the ritm if one is defined.

Then our sla definitions have conditions that check to see if this field is populated for the specific sla. If so start the sla on that sc_task.

Dunno if this is what you were wanting or not or if it is the best implementation but works for us.