Hi everyone!
The thing is the following:
We're attaching SLAs to incidents based on it's service offering.
On SLA definition, we checked the 'Service commitment' flag, so the OOB behaviour is:
incident.service_offering if filled the SLA enginfes checks the SLAs (throw commitments) related that offering, and if the filter condition passes, fires it.
Our usecase is, if the CI is connected to multiple SO we cannot select a single one, we would like to fire SLAs from ALL related service offering, these offerings are stored in an m2m table (task_service_offering).
The reason we can't "force" to populate the SO field on the incident is that would break the reporting, since the incident would be logged against only one offering and that could lead to contract breaks.
I think it is a common issue, so i have a hard time to believe there is no OOB solution for this, however i haven't found any yet.
My idea is to create a custom field on incident (list type, referenced to SO), and that is populated based on the task_service_offering table. In that case i need to update the SLA definition, uncheck the 'service commitment' flag. And use the filter condition like related offerings (new custom field on incident) is one of...
Does anyone have any other idea?
