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SLA not set on staff ticket creation #3648
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Yes. Agents have higher control and can over ride things. |
I like that they can override things, but it would be nice if the "default" followed the help topic/department instead of always choosing the default SLA plan. |
Although it's ok for agents to override the SLA, it should follow the designated one for the topic/department so metrics won't be affected. Just a thought. |
@rayfoss same problema |
I have submitted a pull request (#3915) that should resolve this issue. Please make the changes, test, and get back to me. |
If an agent creates a new ticket on the staff page the SLA is not set based on the help topic or department. If an end-user creates a new ticket the SLA setting is correct.
Is this the expected behavior?
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