ACL to change the priority of the tciket

gusmaer · Post by **gusmaer** » 12 Sep 2019, 18:06

Hello
We have used the application for some years. We are in version 5.0.37 free.

We need to make the priority change when we change the SLA to the ticket already created.

The operation we currently have is as follows:
When an email arrives in the postmaster queue, it will be created with a priority 3.
Then we manually place the corresponding service and the SLA according to what the client has contracted.

We need to make the priority change when we change the SLA to the ticket already created.

Example
SLA GUARANTEE = Priority 5 urgent
SLA Maintenance = Priority 4

Thank you in advance for the collaboration.

regards

Post by **root** » 12 Sep 2019, 18:15

Hi,

This can be done with a GenericAgent. ACLs are sth completely different.

- Roy

gusmaer · Post by **gusmaer** » 12 Sep 2019, 19:51

Hi, Thank you very much for responding.

Could you tell me how it can be solved using GenericAgent?

Thank you so much.
Regards

wurzel · Post by **wurzel** » 13 Sep 2019, 00:58

Hi,

read the documentation
https://doc.otrs.com/doc/manual/admin/6 ... nericagent

Flo

Znuny and ((OTRS)) Community Edition

ACL to change the priority of the tciket

ACL to change the priority of the tciket

Re: ACL to change the priority of the tciket

Re: ACL to change the priority of the tciket

Re: ACL to change the priority of the tciket