SLAs -> Option to have overdue time not reset on replies

[arogers@schoolp]

Hi

I have been trying to stop my due dates from being over written by other events in the helpdesk. Essentially i want new tickets to be assigned a due date automatically and then the due date to be left alone and set manually by the Staff users only.

However at present every new reply from a client resets the due date. This is a problem for me when the ticket is not actually due for weeks or the ticket is already well over due. It's a little frustrating having to change the due date back to what it should be all the time.

So i thought i might be able to get around it by fiddling with the SLA Settings. I removed all SLAs so it could only be using the default settings. I then set:

Clear Overdue Time for Tickets After Staff Reply: No. (that works fine)
Use Default Overdue Hours: No.
Default Overdue Hours: I tried both 24 and blank.

So there are no SLAs and i have said not to use default hours. Sadly, instead of leaving the due date untouched, it clears it completely.

Is there another setting somewhere to ensure that new client replies do not reset the due date?

Thanks
Andrew

[PeteV]

... we are having lots of troubles with due dates too. We have not been able to get them to work the way we would expect. We can get them to work to some degree, but there is always something odd/unexpected happening. We are not quite ready yet to type it up (we need to pin it down some more). Your thread is greatly appreciated, and we will follow this closely. Thanks.

[danielpugh]

Hi there, how can progress on this be followed, as the bug has been removed from the bug tracker (bugs 19/196) as not bugs, but feature requests.

[Jamie Edwards]

This request has been implemented and will be available in Version 4.