Customizing SLA behavior

[Duff]

Is there a quick and easy way to remove the SLA drop down options during ticket creations *WITHOUT* disabling SLA here:
Core::Ticket | Ticket::Service | YES

My goal is to make a default SLA level for *ALL* tickets and then use a Generic Agent to change the SLA based on ticket priority (working).
Priority is changed by agents through Additional ITSM Fields (also working).
I'm using OTRS 3.0.11 with ITSM 3.0.5

I'd like to avoid modifying any.pm/dtl files if possible.

[Wolfgangf]

I'm adding the default SLA for every ticket through postmaster filter and generic agent

[Duff]

Yes, that will work but I also would prefer to hide these boxes during ticket creation so that SLA values are based strictly on priority.

[ugob]

Ticket::Frontend::CustomerTicketMessage###SLA

I think it is intimately linked to Ticket::Frontend::CustomerTicketMessage###Service

hth

[Duff]

I found what I was looking for (sort of) under this - Frontend::Customer::Ticket::ViewNew

It appears you can only disable these options for customers, not agents. There isn't an equivalent settings page for agents.

Ticket::Frontend::CustomerTicketMessage###SLA - Allows customers to set the ticket SLA in the customer interface.