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 > <[email protected]> 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:[email protected]] > Sent: 27 June 2016 18:26 > To: Sally Ainsley <[email protected]> > Cc: [email protected] > 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 >> <[email protected]> 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:[email protected]] >> Sent: 27 June 2016 17:24 >> To: Sally Ainsley <[email protected]> >> Cc: [email protected] >> 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 >>> <[email protected]> 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:[email protected]] On >>> Behalf Of Nicholas Adams >>> Sent: 27 June 2016 17:20 >>> To: [email protected] >>> 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 >>> >> >> > > --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
