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

[Sally Ainsley]

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
>> 
> 
>