Choose correct SLA for the choosen category if agent opens ticket

[fdellwing]

Expected behaviour:

1. Click "New ticket"
2. Choose any category that has a not default SLA
3. The SLA should be automatically changed

Actual behaviour:

3. The SLA stays on system default

[iHunt101]

I think you can set this to your form, try this.
Manage -> Help Topics -> (Your Help Topic) ->New Ticket Options ->SLA Plan: (Select your desire SLA)

[fdellwing]

Please read the issue (point 2.) ;)

I did this, and it is working fine if a user opens the ticket. But it doesnt work if an agent opens the ticket.

[JediKev]

@fdellwing Thanks for the report. I fixed it with this pull request. Please pull the changes, test, and let me know how it goes! Cheers.

[fdellwing]

Works 👍

[JediKev]

@fdellwing Nice! Again, thanks for the report! Cheers.

[akash65]

SLA plan is not changing when i assign ticket to other agent..why?

[ntozier]

Agents do not have SLAs. Why would it change if you assigned it to another agent?