Set Service/SLA at Queue Change Window!

[irba]

Hi ,

I'm looking forward for any possibility to set Service and SLA during queue change.
The situation is something like this:
In my company, are opened a lot of tickets through Postmaster. I can't specify the SLA at Postmaster Filters because it varies from case to case.
Ticket created through Postmaster go NOC queue, and then NOC passes them to the correct queue (this is also very dynamic and can't be specified at filters).
I want NOC to be able to set Service and SLA at Queue Change window.

Every suggestion is very appreciated.

[crythias]

set Service and SLA during queue change

Not via Move, but ...

OTRS version?

The following is pulled from ZZZAAuto.pm, which reflects the values stored in SysConfig (SysConfig is where you should modify/enable them as needed)
Service/SLA can be set in:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'SLAMandatory'} = '0';
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'SLAMandatory'} = '0';
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'SLAMandatory'} = '0';
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'SLAMandatory'} = '0';
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'SLAMandatory'} = '0';
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'SLAMandatory'} = '0';
$Self->{'Ticket::Frontend::AgentTicketEmail'}->{'SLAMandatory'} = '0';
$Self->{'Ticket::Frontend::AgentTicketPhone'}->{'SLAMandatory'} = '0';
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'SLAMandatory'} = '0';

Queue can be set in:
$Self->{'Ticket::Frontend::AgentTicketResponsible'}->{'Queue'} = '0';
$Self->{'Ticket::Frontend::AgentTicketPriority'}->{'Queue'} = '0';
$Self->{'Ticket::Frontend::AgentTicketPending'}->{'Queue'} = '0';
$Self->{'Ticket::Frontend::AgentTicketOwner'}->{'Queue'} = '0';
$Self->{'Ticket::Frontend::AgentTicketNote'}->{'Queue'} = '0';
$Self->{'Ticket::Frontend::AgentTicketClose'}->{'Queue'} = '0';
$Self->{'Ticket::Frontend::AgentTicketFreeText'}->{'Queue'} = '0';

So, any of the above (Note is a good one as you can log your change.) that you enable Queue, you can also enableService.

[irba]

Thank You Crythias,

So you are saying that there isn't any way to set Service/Sla at Move? Not even with the help of ACL ?
I thought of using Note, but Note is universally used from all the agents and I don't want them all to be able to change SLA or queue. And in this case I have to go through some very long ACL to restrict their rights

Do you have any other suggestion?

We are using OTRS 3.3.

[crythias]

There are 7 different places you can change Queue and Service/SLA at the same time. Unfortunately, ViewMove is not one of them.