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
