Contracts

tip

Role required: service_level_manager.

The records in the Contracts (contract) table store information about agreements signed with service providers, suppliers, customers, and others.

To set up a relationship between an IT service and an SLA, follow these steps:

1. Navigate to Contracts → Contracts.
2. Click New to create a new contract record and bind it to particular articles and categories.
3. Click Save or Save and exit to apply the changes.

caution

In platform version 1.25.0, the Customer and Consumer fields refer to the Organization (org_organization) table, not the Contact (contact) table. When upgrading from earlier versions of the platform, run the Migration script for contacts on contract and agreement(/record/sys_schedule_script/172777215312154096) to migrate the data to the new table.

Contract form fields

Field	Mandatory	Description
Number	Y	This field is populated automatically and has the CON000000 format.
Contract No	N	Specify a number for the contract.
Subject	Y	Specify a subject for the contract.
Type	N	Specify the contract type. This is the type of the agreement signed by the parties. SLA – a Service Level Agreement between the service provider and the customer. OLA – an Operational Level Agreement that describes the service provider relationships with the department responsible for service delivery. UC – an Underpinning Contract that determines relationships between the supplier and the third party that provides any services required to fulfill SLA obligations.
Contract category	Y	Specify the category your contract is related to. Available options: Purchase Warranty service Non-warranty service When updating to the platform version 1.25.0 from the earlier versions, the values will be cleared. Specify them again if needed.
Provider	Y	Specify the provider company.
Supplier	N	Specify the supplier company.
Customer	Y	Specify the customer. It can be a company, branch, section, department, unit, group, or employee.
Consumers	N	Specify the end-users.
Description	N	Add a description for the contract.
Contract status	Y	Specify the current status of the contract. Available options: Valid Not valid
Responsible	Y	Specify an employee responsible for the contractor support.
Start date	N	Specify the contract start date.
End date	N	Specify the contract expiry date.
Autoprolongation	N	Select this checkbox to automatically prolongate the contract. When this option is selected and Type is set to UC, the Supplier field becomes mandatory.
Knowledge base article	N	Reference to a particular article from the Knowledge Base with SLA, OLA, or UC selected in the Content Item Class field.
Total cost	N	Specify the contract total cost.
Currency	Y/N	Specify the currency of the Total cost. The field is mandatory if the Total cost field is not empty.

When a contract is created, you can create an agreement related to it by clicking New on the Agreement tab.