When a ticket is created, SuperOps automatically evaluates all eligible contracts for association. For a contract to be eligible, the following conditions must be met.
The contract’s start date must be less than or equal to the current date.
The contract must not be in an expired state.
If the contract is site-based, the ticket must match that site.
📝Note: At the time of association, contracts can be in a Draft state.
Once eligibility is confirmed, the contract with the highest precedence will be linked to the ticket.
Order of Precedence:
Recurring Contract
Time and Material Contract
If there are multiple contracts within the "Recurring Contract" category, we will follow the order specified on the contracts page. You can adjust this order as needed. The same rule applies to "Time and Material Contracts."
Once a contract is associated with a ticket, certain actions can trigger changes in the ticket state:
If a contract is in the draft state and a contract application - SLAs, Blacklisted items, Auto Approved items, Overridden items - are used in the ticket, then the contract will automatically move to Active State.
Similarly, if a worklog is added to the ticket and it corresponds to an included item in the contract, the contract will be activated.
Special Cases: Block Hour and Block Money Contracts
Block Hour and Block Money contracts come with additional restrictions:
These contracts must be in an Active state to be applied.
Hours or amounts are only blocked when the contract is billed.
If a worklog matches an item in the included block hour/block money item within the contract, the corresponding hours or money will not be redeemed unless the contract has been billed.