SLA not filled automatically

[SSpt]

Hi there,

I'm playing around with OTRS 6 and having some trouble understanding why the field SLA it's not filled automatically when creating new ticket.

I have SLA associated with the service, on 1 to 1 basis, so if i choose a service for a ticket, SLA should be filled.

Can anyone give me a clue about this?

Thanks

[SSpt]

Just a little more information

I'm creating ticket througt a custom web page using REST API.

If not found any solution, there's any automatation using ACL or GenericAgent to fulfill that process?
Need an example if so.

[root]

Hi,

The SLA is a parameter for the REST method, there no automatic assignment just because of an 1:1 relation.

- Roy

[SSpt]

Thanks root,

So what you are saying is that if the ticket was created by email, it would work the automatic assignment.
This automatic process doesn't work in REST

I don't now how to use ACL
Can anybody help to create an ACL to this routine?
For every status new ticket check the service_sla table and fill the sla_id field on ticket table

Hi,

The SLA is a parameter for the REST method, there no automatic assignment just because of an 1:1 relation.

- Roy

[root]

Hi,

I'm just saying there is NO automatic assignment for SLAs in OTRS. This must always be done manually. If incoming ticket have a SLA maybe there's a PostMaster filter or a X-Header. Add the SLA parameter to your REST request and that's it (https://github.com/OTRS/otrs/blob/rel-6 ... te.pm#L860). No need for an ACL.

- Roy