Does setting a due date override the SLA?

intending · **Does setting a due date override the SLA? -** 28-08-2007, 04:03 AM

Hi,

Can someone please explain how due dates and SLAs work together?

Can't staff simply override the SLA by setting their own Due Dates?

I'm a little uncertain as to how the two work.

THanks.

craigbrass · 28-08-2007, 08:51 AM

The due times are auto calculated based on how you have SLAs setup. These can be manually overwritten by your staff if you need to do so.

SLAs are fully explained in the manual -> http://manual.kayako.net

intending · 28-08-2007, 12:03 PM

Hi,

Is there any way I can prevent staff from setting their own due date, thus overriding the SLA and preventing the ticket from being escalated to senior management?

Thanks.

craigbrass · 28-08-2007, 01:06 PM

There isn't a setting for this but I imagine you could just hide the field from them by editing the code if you purchased the owned licence that comes with 98% source code.

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intending Offline New Member Posts: 10 Join Date: Jul 2007 Owned License	Does setting a due date override the SLA? - 28-08-2007, 04:03 AM Hi, Can someone please explain how due dates and SLAs work together? Can't staff simply override the SLA by setting their own Due Dates? I'm a little uncertain as to how the two work. THanks.

craigbrass Offline Senior Member Posts: 4,951 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	28-08-2007, 08:51 AM The due times are auto calculated based on how you have SLAs setup. These can be manually overwritten by your staff if you need to do so. SLAs are fully explained in the manual -> http://manual.kayako.net Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

intending Offline New Member Posts: 10 Join Date: Jul 2007 Owned License	28-08-2007, 12:03 PM Hi, Is there any way I can prevent staff from setting their own due date, thus overriding the SLA and preventing the ticket from being escalated to senior management? Thanks.

craigbrass Offline Senior Member Posts: 4,951 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	28-08-2007, 01:06 PM There isn't a setting for this but I imagine you could just hide the field from them by editing the code if you purchased the owned licence that comes with 98% source code. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger