Description
If a Service Offering SLA definition has been created (for example, using the SLAs module under Business Services) and is then linked to a contract, the SLA may immediately get cancelled when it is linked to a record. This can only happen if the Service Portfolio Management - SLA Commitments and SLA Contract Add-on plugins are both installed.
One of the tests to see if an SLA should be cancelled checks if the SLA is a Service Offering one and then tests if the CI on the incident still matches the Service Offering CI. In this case there won't be a match because the SLA is now being used via a Contract link instead so the SLA is cancelled immediately after being attached.
One of the tests to see if an SLA should be cancelled checks if the SLA is a Service Offering one and then tests if the CI on the incident still matches the Service Offering CI. In this case there won't be a match because the SLA is now being used via a Contract link instead so the SLA is cancelled immediately after being attached.
Steps to Reproduce
- Install the Service Portfolio Management - SLA Commitments (with demo data) and SLA Contract Add-on plugins.
- Navigate to Contract Management > Service and create a new contract record.
- On the new contract form, personalize the related lists to add SLAs to the form.
- Enter a Name and Company for the contract.
- Save the record.
- Relate SLA P1 Resolution 1hr 24x7 (a Service Offering SLA definition) to the contract.
- Navigate to the All properties module
- Search for the property named com.snc.sla.contract.tables.
- Update the property to be: fsm_service_order,incident.
- Navigate to Incident > Create New.
- Personalize the form to add the fields Company and Contract.
- Complete the Incident form ensuring you enter the Company you chose for the contract created in step 2. Fill in the appropriate contract on the incident. Set the Impact to 1 and the Urgency to High.
- Save the record.
Note that a P1 Resolution 1hr 24x7 is attached to the incident, but it has a Stage of Cancelled.
Workaround
Change the Class field to SLA on any SLA Definitions for record types that they are going to use Contract style matching.
Related Problem: PRB586883