SLA definition on 'interactions' table

[arb]

Is there a way to create an SLA definition based on 'interactions' table I dont see it in list of tables

[Gunjan Kiratkar]

Hi @arb ,

If you want to create based on SLA then on the case table there is one field as 'interaction'. Based on that you have to create SLA.

For interactions make the condition as below:-

If you don't want SLA to create for interaction then change the condition as:-

Please mark my answer as helpful/correct if it resolves your query.

Regards,

Gunjan Kiratkar

Consultant - ServiceNow, Cloudaction

Rising Star 2022

[arb]

I'm sorry  I mean what table do I select in SLA definitions? I don't see case table.

All we have is a HR Case  hr_case and there is no interactions field?

[Sebastian Reinh]

I asked myself the same question.
Does nobody have an answer why the table is not in the list.
Or an idea for a workaround?

[gowsia1]

Hi @arb, 

SLA "Table" field reference qualifier allows to select only table which are extends the task table. Interaction table is not a base table, so we cannot see the interaction table in the SLA table field list.

Table that determines the records tracked by the SLA. SLAs can be defined for any table that extends the task table, including incident, change request, and service catalog tasks.

1. Configure the SLA "Table" field reference qualifier, remove the attribute value "base_table=true" then you can see the interaction table in the list as below.

Note: But it affects globally, make sure before configuring.

2. You can create Metrics instead of SLA for interaction table.