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

[Nicholas Adams]

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
>> 
> 
>