Remove SLA and Service at Ticket Move

[Gloyde]

Hi There.

I have the OTRS 4 running, and have multible departements using it.
One queue "Support" is for all support tickets from our customers, which the support departement is managing. This has a SLA of 2Hour response.
But sometimes our customers is sending the ticket to the wrong Email address, so the ticket get's in the wrong queue.
If the ticket gets in the support queue, it gets the SLA 2Hour response time. We then moves this ticket to the "Office queue" where it should be, and this queue has no SLA and response time.
But due to this ticket getting the SLA from the Support queue first, this SLA is transferred along with the ticket to the Office queue.

Is there, somehow, an option to remove the SLA and Service from a ticket, if this is moved to a another queue, when using SLA and Service defined by Postmaster Filters?

Thanks
/Lasse, WWI A/S, Denmark

[crythias]

No. Queue SLA wins if no service SLA assigned.

[Gloyde]

Thanks for the reply.

What if there is SLA and Service defined? Does the SLA and service win, or does Queue SLA ?

[crythias]

There can be only one winner. Queue or Service/SLA. Service/SLA follows the ticket and always wins unless it doesn't exist, then it's the Queue's SLA.

[crythias]

Determine which is more important: The SLA because it sits in a Queue or the SLA because it's attached to the Service attached to the ticket. If you're assigning a service AND SLA AND Queue because of email address, you're already hurting yourself because you're just being redundant. Sitting in the Queue it's destined for already gives an SLA.