Closed Ticket - Due Time

Siora · **Closed Ticket - Due Time -** 03-05-2007, 11:15 PM

When you close a ticket shouldn't the due time be cleared? This is not happening and I don't recall seeing this as an option. It should also be an option that when you change the status to "open" that the SLA due time be reset.

Anybody know if this is a bug or just a setting?

barroba · 04-05-2007, 05:53 AM

I have the same problem and havent been able to find an option to have it cleared.

supportskins · 04-05-2007, 07:49 AM

I believe Kayako is aware of this issue and working on fixing it.

**Jamie Edwards** · 04-05-2007, 10:15 AM

I believe this issue has been fixed in the latest CVS build: http://builds.kayako.net/

supportskins · 04-05-2007, 10:22 AM

Thanks Jamie, good to know

Gregg · 28-04-2008, 02:52 PM

Quote:

Originally Posted by Jamie Edwards

I believe this issue has been fixed in the latest CVS build: Changelog

This does not seem to be fixed. Unless I am missing something. All my closed tickets still read as overdue.

ecornet · 28-04-2008, 03:31 PM

I don't' have this problem because I set the Reset due time on status to Yes for my 'closed' status tickets. It clears the due time

Manhandle · 24-07-2008, 03:40 PM

Im sure this was tried, but make sure that your SLA plan does not include the [Closed] status, or create a [Resolved] Priority and set closed tickets to that. Again making sure that your SLA does not include that priority. This will essentially clear your SLA times from the ticket.

GoneShootin · 01-08-2008, 08:32 AM

I cant seem to get this issue sorted for my Kayako

Closed tickets are being set an overdue status. Is there a way I can reset the overdue time either by a script or directly manipulating the db?

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Siora Offline Member Posts: 1,279 Join Date: Apr 2007 Location: Toronto Canada	Closed Ticket - Due Time - 03-05-2007, 11:15 PM When you close a ticket shouldn't the due time be cleared? This is not happening and I don't recall seeing this as an option. It should also be an option that when you change the status to "open" that the SLA due time be reset. Anybody know if this is a bug or just a setting?

barroba Offline New Member Posts: 2 Join Date: May 2007	04-05-2007, 05:53 AM I have the same problem and havent been able to find an option to have it cleared.

supportskins Online Senior Member Posts: 3,494 Join Date: Aug 2006 Location: Mumbai, India	04-05-2007, 07:49 AM I believe Kayako is aware of this issue and working on fixing it. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

supportskins Online Senior Member Posts: 3,494 Join Date: Aug 2006 Location: Mumbai, India	04-05-2007, 10:22 AM Thanks Jamie, good to know Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

ecornet Offline Member Posts: 157 Join Date: Feb 2008	28-04-2008, 03:31 PM I don't' have this problem because I set the Reset due time on status to Yes for my 'closed' status tickets. It clears the due time VoiceWay IP Telephony for Business and Residential

Manhandle Offline New Member Posts: 7 Join Date: Apr 2007	24-07-2008, 03:40 PM Im sure this was tried, but make sure that your SLA plan does not include the [Closed] status, or create a [Resolved] Priority and set closed tickets to that. Again making sure that your SLA does not include that priority. This will essentially clear your SLA times from the ticket.

GoneShootin Offline Member Posts: 121 Join Date: Jan 2008	01-08-2008, 08:32 AM I cant seem to get this issue sorted for my Kayako Closed tickets are being set an overdue status. Is there a way I can reset the overdue time either by a script or directly manipulating the db? http://img251.imageshack.us/img251/4743/realmenrm7.gif