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

[Nicholas Adams]

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 
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