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Topic

    Mohana Gopal Selvam
    Customization in Service EntitlementsAnswered
    Topic posted October 20, 2019 by Mohana Gopal SelvamSilver Crown: 22,500+ Points, tagged Service Request Management 
    19 Views, 2 Comments
    Title:
    Customization in Service Entitlements
    Content:

    Hi,

    We have maintained the Account Type in Account level. Our requirement is based on the SR's account type, we have to set the different SLAs.

    Is it possible?

    How to add custom attribute in 'Compare to Attribute' in the dropdown list? (Contracts -> Manage Matrix Classes -> Name)  Refer screenshot

    Thanks,

    Mohan

     

     

     

    Image:

    Best Comment

    Scott Sloan

    Hi Mohan, 

    Assuming you have already pulled in the Account Type field in the Service request as a custom field using application composer, you should be able to do this. 

    What your screenshot shows is step 2 of the process, where you are trying to specify the condition column for account type in the Matrix Class. The first step is to create the Service Mapping, which adds the SR attribute into the list you display here.

    The detailed instructions to do this are here: Create a Service Mapping, but that is just one section of the entire process of adding a new condition column from the SR, which can be found here: Setup Additional Condition Columns for Standard Coverage Entitlement Rules.

    I hope this helps!

    Scott Sloan

    Comment

     

    • Scott Sloan

      Hi Mohan, 

      Assuming you have already pulled in the Account Type field in the Service request as a custom field using application composer, you should be able to do this. 

      What your screenshot shows is step 2 of the process, where you are trying to specify the condition column for account type in the Matrix Class. The first step is to create the Service Mapping, which adds the SR attribute into the list you display here.

      The detailed instructions to do this are here: Create a Service Mapping, but that is just one section of the entire process of adding a new condition column from the SR, which can be found here: Setup Additional Condition Columns for Standard Coverage Entitlement Rules.

      I hope this helps!

      Scott Sloan

    • Mohana Gopal Selvam

      Thanks Scott.