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Question

SLA commitments are not created without an Urgency values

  • May 15, 2026
  • 0 replies
  • 7 views
kasunhp
Hero (Partner)
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Hi All,

 

We are experiencing an issue with generating SLA commitments from SLA Templates connected to Service and Request Contracts. SLA commitments are created when an Urgency is defined for a Request.

 

The Service Catalog item was created as shown below.

 

SLA Template that is attached to a Service item

 
Different SLA Template is attached if the Urgency is 1

 Creation of service request are show in below. First, without an urgency.

No urgency used. Normal SLA template is fetched from the service. This is shown in the New Request assistant.

 

However, When we created a Request, No SLA details are shown.

 

The creation of a service request with an Urgency. 
 

When we select Urgency = 1, Urgency related SLA Template is fetched and it is shown in the New request Assistant. 
SLA Commitment was created.

 

We experience some SLA commitments issue when we connect a contract to a Request as well.

Any idea on this behavior? Are there any intended functionalities with SLA templates? Or are we missing something in this setup? 

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