Activating the "Service Portfolio Management" plugin in Dublin adds a sys_class_name field to contract_sla. This field should only exist on a table if that table is extended. Before Dublin, that field would only be added if you installed "Service Portfolio Management - SLA Commitments", as part of adding the service_offering_sla table which does extend contract_sla.

As a result of the sys_class_name being added, TaskSLAController assumes that the service_offering_sla table has been added, and it tries to avoid service_offering_sla definitions (initially) by querying for where sys_class_name is "contract_sla". However, since this is a new field, existing contract_sla fields have a null sys_class_name, so they are not found. Hence, no existing SLAs can attach.

New SLAs do not seem to be affected. sys_class_name is automatically populated on new records. To fix existing records, you just have to set sys_class_name ("Class") to "contract_sla" ("SLA").

Steps to Reproduce

  1. Activate Service Portfolio Management (com.snc.service_portfolio).
  2. Open the contract_sla list.
  3. Click the cogwheel to personalize the list and verify that "Class" (sys_class_name) is now an available option to add to the list layout.
  4. Add Class to the list and verify that the value is empty (null) for all records.
  5. Navigate to Incident > Create New.
  6. Change both Impact and Urgency to 1 - High so that Priority becomes 1 - Critical.
  7. Save the Incident.
    Note that Priority 1 resolution (8 hour) has not attached even though the start condition is met.


To fix existing SLA definitions, add the Class (sys_class_name) field to the form and manually set the value to SLA.

Related Problem: PRB593136

Seen In

Calgary Patch 4
Dublin EA 1
Dublin EA 5
Dublin EA 6
Dublin EA 7
Dublin EA 8
Dublin EA 9
Dublin Patch 1
Dublin Patch 1 Hot Fix 1
Dublin Patch 2
Dublin Patch 3
Dublin Patch 3 Hot Fix 1
Dublin Patch 5
Dublin Patch 7 Hot Fix 2
Dublin Patch 8

Fixed In

Dublin EA 9

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2016-01-19 00:07:59