I am writing to report an issue I have encountered while working with osTicket regarding the Service Level Agreement (SLA) and ticket priority.

I have configured osTicket to have a default SLA and a default severity of "Moderate." Additionally, I have set up a filter so that when a ticket has the priority set for example "Critical," the SLA should be updated accordingly.

The problem I am facing is that when I manually change a ticket's priority from "Moderate" to "Critical," the SLA does not get updated as expected. The ticket remains under the default SLA, and the changes in priority don't seem to trigger the corresponding SLA update.

Desired behavior:
When a ticket's priority is changed, the SLA should be updated to reflect the critical priority.

Thank you for your time and assistance, Kevin.

    kevinazua

    These two (SLA and Priority) are not dependent on each other whatsoever. Additionally, Ticket Filters only trigger on Ticket creation; does not trigger on anything else.

    So this means when you update the Priority you must also update the SLA.

    Cheers.

        KevinTheJedi
        Could there be a way to connect the priorities to the SLA in a certain way and thus automate processes instead of updating the SLA or priority?

            Write a Reply...