Attach SLA's to a Case/Incident only if the SLA is linked to a contract

[Hardik Panchal]

Hello All.

Is there a way to configure how the SLA's get attached to a Case or Incident? (not SLA definition)

We have a requirement where we need an SLA to attach to Cases/Incidents only when that SLA is linked to a Service Contract.

The reason we need this is because if any Active SLA is not linked to a contract, then it gets attached to all the Cases/Incidents for other contracts as well. We only want the SLA to link to a Case , if it has an associated contract.

Please Help.

Thanks.

[Apurva Malewad1]

Hi Hardik,

SLA's get attached to any task based records(which extends Task table) through 1 related list named as "Task SLAs'. The linkage between incident/case record to any SLA is through 1 table named as - task_sla. You can check there in your case as well. If there are any such records in task_sla table which is having link as you explained in your question, try to find those records in task_sla table. Attach the particular SLA you will get from these records to case/incident. If you want this to be done automatically then you need to use script such as Business rule for achieving this.

If you need any help or if you have any questions further, please let me know.

Please mark my answer as Correct/Helpful if it helps you to find the solution.

Regards,

Apurva

[Martin Klimes]

Hi Hardik,

if you want to achieve triggering of specific incident measurement depending on which vendor / vendor service (represented by contract) is involved in incident resolution, there are multiple ways how to achieve that. Solution will mostly depend on your detailed measurement requirements and also on service model decisions and how it is utilized in incident management process / form. One option for example (though demanding on initial data creation and later maintenance) is to create sets of contract sla type of SLA Definitions specific for individual vendor services (~contracts), and then you can refer given contract from conditions of those respective SLA Definitions. Your service model decisions will impact where you will store the contract - e.g. on service offering - where you will dot-walk from the conditions.

Alternative option would be to use service offering type of SLA Definitions (with Service commitment = true) and to ensure triggering of respective measurements by creating relationships (defined in line with contract) between service offering - service commitment - SLA Definition. If you store contract in service offering also in this scenario, you could allow for fewer SLA Definitions creation and maintenance (as those would not need to be created for every vendor service ~ contract), but viability of this approach will depend also on your detailed measurement requirements e.g. for scenarios like incident re-assignment outside respective vendor service support and later re-assignment back. If your measurement requirements do not allow you to utilize that option, there is also option to store contract in commitment, but then I assume you would end up creating not only contract-specific SLA Definitions, but also contract-specific service commitments.

Hopefully this helps your thought process. I would be interested to hear also experience / solutions from others.

Many thanks,

Martin

[devservicenow k]

Did u find any solutions for this ...? i am having same issue 

[shri85]

Attach an SLA to the case even if another SLA is linked to a contract. The issue is that when a case is created and linked to an account contract, only the SLAs associated with that contract are attached. As a result, other SLAs, even if their start conditions are met, are not being attached to the case.
please provide some possible solutions?