SLA/OLA running on task table

[march]

Hi

I created an OLA (see attached printscreen) that is linked to the task table (this is the reaction time for our first line).
I then created an incident by making sure to respect the trigger defined. The OLA did not start.

So, to test further, i adapted the table in the ola definition and link it to the "incident" table instead. And now, the OLA is indeed triggered.

Is there any limitation when linking an SLA/OLA directly to the task table?

I'm a bit puzzled, as i cannot see what is the problem here...

[nikita_mironov]

Not sure that OLA defined for "task" will fire for "incident" as to my knowledge SLA engine runs respective SLAs for respective tables, in other words the inheritance (or parent-child relationships between task-driven tables) is not supported. Define your SLA for "incident" table to make it working.

[march]

I wanted to avoid creating the same OLA for multiple table. But, i will have no choice.

Thank you for your help,
BR
Marc.

[#4]

nikita.mironov

Nikita is correct. You would have to modify our standard code, to do this, and I don't recommend you do that as then you can miss other new features and bug fixes.

If you think this is a feature we ought to optionally support then please file an enhancement request, via Support.

(I've been prototyping some other ideas, recently, that would make such options even easier with or without it being implemented by us. So if we get enhancement requests we can prioritise and allocate time to turn such things into reality.)

[march]

Thanks, i requested our support provider to raise an enhancement request for this.