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

[Sally Ainsley]

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
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