Set a Ticket SLA

Summary

With this module you can set the service level agreement (SLA) of a ticket.

The name of the transition action is TicketSLASet and should be used in combination with TicketServiceSet.

Example transition action

Transition Action Module Configuration

The following list shows the mandatory items.

Key

Example Value

Description

Mandatory

SLA

Low priority

A valid SLA

yes, or SLAID

SLAID

1

A valid SLA ID

no. if SLA is used

UserID

123

A valid user ID

no, will override the logged in user id

Important

Services and SLAs

An SLA can be set, only if the service of the ticket belongs to the SLA. This means you must ensure the ticket has a service or combine this transition action with TicketServiceSet

Tip

System Configuration

The configuration Ticket::Service must be enabled.