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 moved.
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
leaves blank.
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
moved.
I believe I have the default SLA set but it does not apply when the queue is changed.
But I’m going to double check my defaults just in case I am mistaken.
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
leaves blank.
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
moved.
Maybe the default only works when the SLA is blank in which case it wouldn’t work when you change queues. I guess you could try having very different names for the SLAs in each queue.From: Nicholas Adams [mailto:nick.adams815@gmail.com]
Sent: 27 June 2016 17:24
To: Sally Ainsley sally.ainsley@lifecycle-software.com
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SLA Extension change SLA on queue change
Hi Sally,
Thanks for the reply.
I believe I have the default SLA set but it does not apply when the queue is changed.
But I’m going to double check my defaults just in case I am mistaken.
Maybe the default only works when the SLA is blank in which case it wouldn’t work when you change queues. I guess you could try having very different names for the SLAs in each queue.
I believe I have the default SLA set but it does not apply when the queue is changed.
But I’m going to double check my defaults just in case I am mistaken.
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 leaves blank.
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 moved.
We have the SLA field as Mandatory so when I move a ticket between queues I have to re-set the SLA to an SLA relevant for that queue before I can save it.
We have the SLA field as Mandatory so when I move a ticket between queues I have to re-set the SLA to an SLA relevant for that queue before I can save it.
Maybe the default only works when the SLA is blank in which case it wouldn’t work when you change queues. I guess you could try having very different names for the SLAs in each queue.
I believe I have the default SLA set but it does not apply when the queue is changed.
But I’m going to double check my defaults just in case I am mistaken.
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 leaves blank.
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 moved.