Hi and thanks for reading,
I have 2 calendars:
1st Line - 8am - 8pm
2nd line - 9am - 5pm
A ticket gets logged with a P5 SLA which has the "1st Line" calendar attached to it. This is placed into the SPOC queue which has the "1st line" calendar assigned to it.
I move the ticket to the 2nd line Queue which has the 2nd line calendar attached to it.
I would expect that the timers would change to reflect that it has been moved into the 2nd line queue and the calendar would now be 9-5 but this doesent happen.
It doesent matter if I log the ticket in the SPOC or the 2nd line queue, it always seems to take the 1st line calendar timers.
How can I make it so the SLA timers reflects the queue its currently in please?
Thanks,
Brendan
Changing Queue not Updating SLA
Moderator: crythias
Changing Queue not Updating SLA
Setup:
OTRS 6.0.12
Hosted on CentOS 7.4/ MySQL - MariaDB (5.5.60)
OTRS 6.0.12
Hosted on CentOS 7.4/ MySQL - MariaDB (5.5.60)
-
crythias
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- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
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Re: Changing Queue not Updating SLA
Service SLA wins.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Changing Queue not Updating SLA
Hmmm..Is this something that can be amended or is my only option to configure a different sla for the 2nd line with the 2nd line calendar attached?
Setup:
OTRS 6.0.12
Hosted on CentOS 7.4/ MySQL - MariaDB (5.5.60)
OTRS 6.0.12
Hosted on CentOS 7.4/ MySQL - MariaDB (5.5.60)
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Changing Queue not Updating SLA
A Service without SLA = Queue's SLA
A Service with SLA = SLA.
A Service with SLA = SLA.
If an SLA is attached to service, to change the SLA, change the SLA.retro2707 wrote:Is this something that can be amended or is my only option to configure a different sla for the 2nd line with the 2nd line calendar attached?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
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