SLA Not Attaching to Case When Another SLA is Linked to Contract

[shri85]

Hi All,

I am facing an issue with SLA attachment on the Customer Service Case table.

When a case is created and linked to an account contract, only the SLAs defined within that contract are attached automatically. However, I also have another SLA (not linked to any contract) whose start conditions are met (e.g., assignment group is Helpdesk), but it is not getting attached to the case.

My requirement is to attach this additional SLA regardless of contract restrictions, so that even if the case is associated with a contract, this SLA should still be applied if its start conditions are satisfied.

Has anyone implemented a solution for attaching SLAs independent of contract restrictions while still maintaining pause/stop behavior?

Any guidance or best practices would be greatly appreciated.

Thanks in advance!

[JackieZhang]

can you share your SLA definition？ The OOTB SLA for case table is worked fine for me.

[shri85]

Hi Jackie,

Thanks for your response! Here's my SLA definition:

• Table: sn_customerservice_case

• Start Condition: Assignment Group is Helpdesk 

• Pause Condition: Case state is "On Hold"

• Stop Condition: Case state is "Resolved" or "Closed"

The issue I am facing is that when the case is associated with an account contract, only the SLAs linked to that contract get attached. This SLA (not tied to any contract) is not attaching, even though its start condition is satisfied.

Are there any configuration changes I should make to ensure this SLA attaches independently of contract restrictions?

[JackieZhang]

I try the same settings in PDI, it was worked fine for me. Please make sure the SLA definition is active. Or you can share the screenshot for it.