How can we force the Due Date and/or the SLA value to be cleared when moving a Ticket from an “SLA Enabled” Queue to a Queue that does NOT have “SLA Enabled”.
For simplicity of explanation, we can say that we have 2 Queues.
- “Default” Queue. This has “SLA Enabled” checked and Tickets are correctly being assigned a Due Date and Service Level when they arrive in this Queue.
- “Internal Requests” Queue. This Queue does NOT have “SLA Enabled” checked.
When we move Tickets from the “Default” (SLA) Queue to the “Internal Requests” (no SLA) Queue (either by hand, or via a Scrip"), the Ticket retains it’s Due Date AND, in the database record, the name of the ServiceLevel (in the SLA column) that was assigned on creation (though this isn’t visible in the UI at this point).
Our escalation cron jobs then cannot distinguish between an Overdue Ticket in an “SLA Enabled” Queue vs a “not SLA Enabled” Queue.
How can we modify the following conditions in our escalation cron to exclude Tickets in a “no SLA” Queue…
–search-arg “(Status = ‘new’ OR Status = ‘open’ OR Status = ‘stalled’)”
–condition RT::Condition::Overdue \
We are running RT 5.0.2.