[rt-users] SLA Extension change SLA on queue change

Sally Ainsley sally.ainsley at lifecycle-software.com
Mon Jun 27 12:22:10 EDT 2016


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 at lists.bestpractical.com] On Behalf
Of Nicholas Adams
Sent: 27 June 2016 17:20
To: rt-users at 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 
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