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

[Nicholas Adams]

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 at 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 at gmail.com] 
> Sent: 27 June 2016 18:26
> To: Sally Ainsley <sally.ainsley at lifecycle-software.com>
> Cc: rt-users at 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 at 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 at gmail.com]
>> Sent: 27 June 2016 17:24
>> To: Sally Ainsley <sally.ainsley at lifecycle-software.com>
>> Cc: rt-users at 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 at 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 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
>>> ---------
>>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>>> * Los Angeles - September, 2016
>>> 
>> 
>> 
> 
>