Link between SLA Definition and Service Commitment of type SLA

[Bart Z]

Hello,

I have an SLA defined:

When the Service commitment attribute is unchecked, set to false, then start conditions works.

When I set it to true, suddenly it stops working.

In the service offering that is selected on an incident I have it set up as a service commitment:

So basically everything is configured:

SLA is marked as a commitment,
Service offering got commitment defined,

SLA is attached to a service commitment.

...But the SLA is not starting now. 

Also task SLAs are not attached in service_sla_result SLA Results table. Doesn't matter if the Service Commitment checkbox is true or false on contract SLA definition.

Please help, or explain; can't stand it anymore 🙄

[Stefan Berger]

Hi, so what I found out is that you need to populate a cmdb ci to the record (where your sla runs on) when Service Commitment is checked @sla Definition. If you leave it false the service offering is sufficient (inmy case on ritm level)

Hopes this helps! 😉 Cheers 

[Andras Dombai]

What I've found, if you don't want to populate the cmdb_ci field because of different use-cases, you have to change a sys_property value:  "com.snc.service.offering.field" from "cmdb_ci" to "service_offering" (task field, so you can use it on extended tables as well) in order to trigger the SLA definitions based on the related Service Offering. Of course this presumes that your structure is configured properly.

Hope that helps,

András