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Form reference

Customer service contracts

17 declared fields for Customer service contract. Required fields include Name, Customer account, Contract number, Coverage start.

Demo baseline · November 13, 2026
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About this form

Use this reference to identify built-in form labels, data types, and validation. Specialized workspaces can render a subset of these fields or provide workflow-specific controls. Your role, record state and tenant configuration can change what you see.

Registry key
csm_service_contracts
Record label
Customer service contract

Field definitions

FieldType or referenceBuilt-in rulesChoices and constraints
Name
name		textRequired
Default list field		—
Customer account
accountId		reference
customer_accounts		Required
Default list field		—
Contract number
contractNumber		textRequired
Default list field		—
State
state		selectDefault list fielddraft, active, suspended, expired, cancelled
Coverage start
startDate		dateRequired—
Coverage end
endDate		dateRequired—
SLA clock basis
slaClockBasis		selectOptional by defaultExisting elapsed targets remain unchanged. Business targets attach separate response and resolution clocks to newly entitled cases.
elapsed, business
Business calendar
businessCalendarId		reference
__service_calendars		Default list field—
Pause business clocks while awaiting customer
slaPauseOnCustomer		booleanOptional by defaultThe first staff response stops the response clock; pause applies only while a clock is active.
Business SLA reopening behavior
slaReopenPolicy		selectOptional by defaultExisting case clocks keep their captured terms when contracts or calendars change.
resume, reset, none
Response target (minutes in selected basis)
responseMinutes		numberRequiredMinimum 1
Maximum 525600
Resolution target (minutes in selected basis)
resolutionMinutes		numberRequiredMinimum 1
Maximum 525600
Description
description		textareaOptional by default—
Active
active		booleanDefault list field—
Demo dataset
demoDataset		textRead-only
Default list field		—
Created
createdAt		textRead-only—
Updated
updatedAt		textRead-only—

Lifecycle values

These are stored values from the form definition. Workflow actions can apply additional prerequisites, approvals, and side effects. The workflow determines which transitions are allowed.

FieldValues
Statedraft, active, suspended, expired, cancelled

Related procedure: Create and resolve a customer case.

Verification evidence

The disposable audit exercised 20 applicable validation assertions on this definition. The authenticated collection read returned HTTP 200. See the verification matrix for scope.

Collection read results by built-in role

These statuses were observed over HTTP with one role per disposable MFA account. A successful list response can be empty and does not establish individual record, field, or write access.

RoleHTTP status
Asset Manager403
Change Manager403
CMDB Manager403
Contract manager403
Customer service agent403
Customer service customer403
Customer service manager403
Datacenter Customer403
Datacenter Fulfiller403
Datacenter Manager403
Datacenter Vendor403
EH&S auditor403
EH&S manager403
Executive Reader403
Field service dispatcher403
Field service technician403
HR case agent403
HR knowledge manager403
HR lifecycle manager403
HR profile manager403
Employee Relations investigator403
HR service catalog administrator403
Inventory Counter403
ITIL Fulfiller403
Knowledge Manager403
Business Manager403
Platform Administrator200
Service Desk Agent403
Vendor manager403
Third-party risk manager403
Employee with no workspace role403

Edit and verify

  1. Open the list from the appropriate workspace and select an existing record or a permitted create action. Confirm the intended tenant and record number.
  2. Use the visible controls for the current record type and state. For reference fields, select a returned record from the lookup. Fill visible required fields and use the dedicated workflow action when the record has approval or completion gates.
  3. After saving, reopen the record and compare its persisted values, state and activity to the intended change. Check the downstream linked record when the action creates one.

Troubleshoot

  • Missing field or control: compare the role, module, record state, form conditions and tenant overrides.
  • Lookup returns no result: check that the referenced record is active, in scope and compatible with the current field.
  • Save is rejected: keep the exact validation message and compare the field key, choice, constraints and required related records.
  • See Edit and troubleshoot records and Configuration Studio.