Can you use a “default” SLA for each queue - then in theory when the ticket
changed queue the SLA would update to be the default?
Not sure it would work but we have default SLAs for our queues as well as
ones that are chosen by users. (ie default is used the user/requestor
From: rt-users [mailto:email@example.com] On Behalf
Of Nicholas Adams
Sent: 27 June 2016 17:20
Subject: [rt-users] SLA Extension change SLA on queue change
I have successfully configured the SLA extension to apply SLA to new tickets
within specific queues.
I wonder if there is a way that I can apply a new SLA to an existing ticket
on queue change.
For example - ticket is created in queue Alpha and is automatically assigned
an SLA of my choice. A user moves the ticket from Alpha into queue Beta. I
would like for a new SLA to automatically be applied when the ticket is
Any ideas on how I could accomplish this?
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
- Los Angeles - September, 2016