I have two problems with the SLA module:
1 - The tickets that I open through the email do not add the SLA value, leave it blank. ( On the other hand, the tickets that they create through the web, with the QuickCreate, add the value SLA)
2 - When changing a ticket of queue I would like the ticket to acquire the new SLA criteria of the new queue
Can someone help me with any of these issues?
Thank you very much