Osticket: SLA not set on staff ticket creation

[jamesangi]

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?

[ntozier]

Yes. Agents have higher control and can over ride things.

[jamesangi]

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.

[ghost]

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.

[balojs]

@rayfoss same problema

[JediKev]

I have submitted a pull request (#3915) that should resolve this issue. Please make the changes, test, and get back to me.