SLAs -> Clear due time on status change

richm · **SLAs -> Clear due time on status change -** 08-06-2007, 01:32 PM

Hi,

I'd like to see the ability to "clear" due time manually (at least for an administrative user, or permissionable for other users)

Since there seems to have been, over time, a number of issues with due time (like the current problem with closed tickets not clearing due time) It would be helpful to be able to clear these manually.

Please consider adding this functionality.

Rich

Siora · 08-06-2007, 02:13 PM

I definately agree. I had this as a feature request already where they could put "clear due time" in the drop down list where you can delete tickets.

Bconsulting · 09-06-2007, 03:04 PM

I don't know if this is because of my software version but tickets that are closed should not show up as overdue.

richm · 09-06-2007, 05:21 PM

ibGuru,

If you are saying closed tickets still have dues times and go overdue, you are correct, that is the bug in the current version, and if I recall correctly, this problem or similar have been around for a while, hence asking for a way to clear these, so at least I can manually manage what the system should be taking care of automatically.

Rich

Bconsulting · 09-06-2007, 09:35 PM

ah ok, really annoying for the closed tickets to have overdue times

KPotter · 14-08-2007, 04:51 PM

I'm still experiencing the same in version 3.11.01. Why do closed tickets start appearing "overdue"?

Can someone shed some light on this?

Quote:

Originally Posted by lbGURU

ah ok, really annoying for the closed tickets to have overdue times

Siora · 14-08-2007, 04:55 PM

Thats weird because I just closed a ticket that was overdue and the time cleared correctly as it should.

richm · 14-08-2007, 08:16 PM

Not sure how I missed it before, but in the list of closed tickets, find the ones with due times remaining, click to open the ticket, then click the little 2nd little calender next to due time (the one with the little red "minus"
next to it (see screenshot) to clear the due time, then click submit.

Due time is cleared and saved.

Rich

Siora · 14-08-2007, 11:14 PM

Yeah but I think the point of the thread is that the due time should clear when you change the status to closed. For me this occurs (only tested with one ticket though) but for Kpotter it didn't.

richm · 15-08-2007, 12:15 AM

Completely agree with that Siora, it needs to be straightened out.

Just wanted to throw out the workaround, as, until I found it, it was a pita to have all of these forever overdue tickets screwing up the numbers.

Rich

Siora · 15-08-2007, 12:42 AM

Totally agree Rich. This was supposed to be a bug that was fixed in this latest build.

KPotter · 15-08-2007, 03:33 PM

Okay, I hae some more information -- It seems my technicians were going through the list of imported (Impex) closed tickets from Esupport and assigning their names as 'owner' to the tickets they had handled.

By changing the owner on closed tickets, it has seemed to reset due times and thus creating Overdue tickets after 24 hours.

Is this a feature or an option I can change? I think closed tickets should remain that way, even if such changes are made post-closing.

**Jamie Edwards** · 31-01-2008, 11:36 AM

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

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Siora Offline Member Posts: 1,259 Join Date: Apr 2007 Location: Toronto Canada	08-06-2007, 02:13 PM I definately agree. I had this as a feature request already where they could put "clear due time" in the drop down list where you can delete tickets. Siora Solutions Inc. www.sioraIT.com

Bconsulting Offline Member Posts: 89 Join Date: Sep 2005 Location: Earth Most Of The Time	09-06-2007, 03:04 PM I don't know if this is because of my software version but tickets that are closed should not show up as overdue.

Bconsulting Offline Member Posts: 89 Join Date: Sep 2005 Location: Earth Most Of The Time	09-06-2007, 09:35 PM ah ok, really annoying for the closed tickets to have overdue times

Siora Offline Member Posts: 1,259 Join Date: Apr 2007 Location: Toronto Canada	14-08-2007, 04:55 PM Thats weird because I just closed a ticket that was overdue and the time cleared correctly as it should. Siora Solutions Inc. www.sioraIT.com

Siora Offline Member Posts: 1,259 Join Date: Apr 2007 Location: Toronto Canada	14-08-2007, 11:14 PM Yeah but I think the point of the thread is that the due time should clear when you change the status to closed. For me this occurs (only tested with one ticket though) but for Kpotter it didn't. Siora Solutions Inc. www.sioraIT.com

Siora Offline Member Posts: 1,259 Join Date: Apr 2007 Location: Toronto Canada	15-08-2007, 12:42 AM Totally agree Rich. This was supposed to be a bug that was fixed in this latest build. Siora Solutions Inc. www.sioraIT.com

Jamie Edwards Offline Operations Manager Posts: 7,373 Join Date: Jan 2006 Location: England, UK	31-01-2008, 11:36 AM This request has been implemented and will be available in Version 4. Jamie Edwards (jamie.edwards ]at[ kayako.com) ------------------------------------------------------------------- Connect with Kayako on: Twitter, Facebook and LinkedIn Receive technical support via the members area The ultimate V4 FAQ thread.