SLA Extension change SLA on queue change

RT Users
1

Good day,

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.

Any ideas on how I could accomplish this?

Thanks
Nick

2

Hi Nick

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.

Sally-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Nicholas Adams
Sent: 27 June 2016 17:20
To: rt-users@lists.bestpractical.com
Subject: [rt-users] SLA Extension change SLA on queue change

Good day,

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.

Any ideas on how I could accomplish this?

Thanks
Nick
RT 4.4 and RTIR Training Sessions Training — Best Practical Solutions

  • Los Angeles - September, 2016
3

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.

Thank you!
Nick> On Jun 27, 2016, at 11:22 AM, Sally Ainsley sally.ainsley@lifecycle-software.com wrote:

Hi Nick

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.

Sally

-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Nicholas Adams
Sent: 27 June 2016 17:20
To: rt-users@lists.bestpractical.com
Subject: [rt-users] SLA Extension change SLA on queue change

Good day,

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.

Any ideas on how I could accomplish this?

Thanks
Nick

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Los Angeles - September, 2016
4

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.

Thank you!
Nick

5

Sally,

Tried this with unique alpha names for the SLA’s in between two queues.

Still no such luck. Any other ideas?

Thank you!
Nick> On Jun 27, 2016, at 11:25 AM, Sally Ainsley sally.ainsley@lifecycle-software.com wrote:

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.

-----Original Message-----
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.

Thank you!
Nick

On Jun 27, 2016, at 11:22 AM, Sally Ainsley sally.ainsley@lifecycle-software.com wrote:

Hi Nick

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.

Sally

-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On
Behalf Of Nicholas Adams
Sent: 27 June 2016 17:20
To: rt-users@lists.bestpractical.com
Subject: [rt-users] SLA Extension change SLA on queue change

Good day,

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.

Any ideas on how I could accomplish this?

Thanks
Nick

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Los Angeles - September, 2016
6

Hi Nick

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.

SallyFrom: Nicholas Adams [mailto:nick.adams815@gmail.com]
Sent: 27 June 2016 18:26
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

Sally,

Tried this with unique alpha names for the SLA’s in between two queues.

Still no such luck. Any other ideas?

Thank you!
Nick

7

Thanks Sally!

Seems like that may be my only option here!

Appreciate your assistance.

Nick Adams> On Jun 28, 2016, at 3:06 AM, Sally Ainsley sally.ainsley@lifecycle-software.com wrote:

Hi Nick

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.

Sally

-----Original Message-----
From: Nicholas Adams [mailto:nick.adams815@gmail.com]
Sent: 27 June 2016 18:26
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

Sally,

Tried this with unique alpha names for the SLA’s in between two queues.

Still no such luck. Any other ideas?

Thank you!
Nick

On Jun 27, 2016, at 11:25 AM, Sally Ainsley sally.ainsley@lifecycle-software.com wrote:

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.

-----Original Message-----
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.

Thank you!
Nick

On Jun 27, 2016, at 11:22 AM, Sally Ainsley sally.ainsley@lifecycle-software.com wrote:

Hi Nick

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.

Sally

-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On
Behalf Of Nicholas Adams
Sent: 27 June 2016 17:20
To: rt-users@lists.bestpractical.com
Subject: [rt-users] SLA Extension change SLA on queue change

Good day,

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.

Any ideas on how I could accomplish this?

Thanks
Nick

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Los Angeles - September, 2016
8

You can use a scrip that set’s the value for the SLA based on the Queue’s default SLA value:

Condition:

On Queue Change

Custom action preparation code:

return 1;

Custom action commit code:

my $sla = RT::SLA->GetDefaultServiceLevel( Queue => $self->TicketObj->QueueObj ) 
or return 1;

my ($ret, $msg) = $self->TicketObj->SetSLA($sla);
return $ret;
1 Like
9

Hi Craig,

I had a similar requirement and the above code just worked fine :slight_smile:

Thank you!