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
