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Micki Eubanks
Beginner

Contract change

Is it possible to change a contract or contractelement in an existing, open ticket?
 

1 REPLY 1
mspannla
Beginner

Hi Micki

A Contract is a data structure which is a mandatory part of a ticket in ServiceGrid. You have to provide it when creating a ticket in any way. Each Contract can have one or more ContractElements where the SLA is defined (beside other data).

Unfortunately there are use cases where one can not be sure which Contract/ContractElement to choosen because this information is not present at the moment when the ticket has to be created or it has to be changed afterwards.

So the answer is Yes - this is possible - but you have to be careful and it depends on how you handle the ticket.

In the Online interface (SD2 or Portal) in the CallDetail you have to open a list of Contracts and / or ContractElements and make a different choice.

Its a little bit more difficult if create / update tickets via a bridge.

Fortunately we have a detailed description about how to do this in our documentation:

http://docwiki.cisco.com/wiki/ServiceGrid_Article_-_Contracts#Changing_a_Contract_and.2For_a_ContractElement

 

 

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