Map Service Level on Account to Service Level on Case

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Posted on by SergeP

As you all know Service Level Agreement (SLA) isn't on the Account or Case form.

Putting it on the form is quite simple, but we would like to do is the following:

1. Put an Service Level column (system or custom one) on the Account form

2. Get on type of Service Level linked to 1 Account. So each account has is own Service level (let's keep it simple and say you have Bronze, Silver and Gold.)
So e.g. Account ABC has Gold Service level

3. Put an Service Level column (system or custom one) on the Case form

4. On chosing Account ABC at the case form, it should automatically select Gold Service level, getting this from the Account Entity.

Important: as Service Level Agreement has a local option set (and you can't change system columns), this makes it harder for calculated field and relationship options.

I think we should work with a workflow (NOT running in the background), but we have to be sure that it is performant enough (also for queuing)

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RE: Map Service Level on Account to Service Level on Case

Hi Serge Pilaet,

The performance of workflow is not very good. Usually, you need to wait for a while. If you have higher requirements for execution speed, you could use onchange event handler or plugin.

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