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
