Service Level Management data migration

As of Service Manager 9.40, the Service Level Management (SLM) module is reimplemented on Process Designer (PD). If you upgraded from an earlier version of Service Manager, you need to migrate your legacy SLM data so that your SLM module can work correctly on Process Designer-based workflows.

The purpose of SLM data migration is to set a category and set a phase for agreement records based on the following rules:

  • The Category of an agreement record is populated with the category of one of the targets if all the targets of the agreement have the same category (that is, the Service Level Category field in the target record).
  • The Category of an agreement record is populated with a value of Service Level Agreement if the targets of the agreement have different categories or have an empty category.
  • The Phase of an agreement record is populated with “agreed” if the expiration date is later than the current date.
  • The Phase of an agreement record is populated with “expired” if the expiration date is earlier than the current date.

For SLM data migration, the Legacy SLA to new Agreement migration setting is provided. See the following tables for its details.

Default settings

Source Table  
Source Table sla
Target Table sla
Filter Condition true

Field Mappings

Source Field Target Field
agreement.id agreement.id
agreements agreements
category  
contacts contacts
current.phase  
customer customer
description description
display.category display.category
expiration expiration
external.support.groups external.support.groups

Value Mappings

Target Value Mapping Field Mapping Type Condition Target Value
category jsCallback   $value=lib.MigrateSLA.migrateSLA(sourceTable['agreement.id'])
current.phase fixedValue expiration>tod() agreed
current.phase fixedValue expiration<tod() expired
display.category jsCallback   $value=lib.MigrateSLA.migrateSLA(sourceTable['agreement.id'])