Due Dates blank?

Intrepid_Soul · **Due Dates blank? -** 01-03-2007, 08:41 PM

I haven't had much time to research this, but there are several cases where the due date is blank even though I set up a general SLA for 48 hours. I would say about 45% are assigned due dates automatically. Ideas?

supportskins · 01-03-2007, 09:03 PM

Were the tickets created before you set the SLA or after that?

Intrepid_Soul · 02-03-2007, 04:28 PM

After, and it was several days ago. I still get a mix of no due dates, and due dates. Very odd.

leyton01 · 05-03-2007, 05:15 AM

Not sure if this is your issue, but if you are the last to reply to a ticket than the due date is cleared.

For the developers:
This method is not ideal for some people - especially if you want to follow up tickets. Clearing of due dates should be done if the ticket is closed. Just because a staff member is the last to reply doesn't mean it is resolved (it is still open...). We have a lot of canned responses like "I'll look into it and get back to you within 48 hours". Unfortunately this clears any due dates and it does not get auto-escalated if it hasn't been dealt with in 48 hours.

triller · 05-03-2007, 07:16 AM

Quote:

Originally Posted by leyton01

This method is not ideal for some people - especially if you want to follow up tickets. Clearing of due dates should be done if the ticket is closed. Just because a staff member is the last to reply doesn't mean it is resolved (it is still open...). We have a lot of canned responses like "I'll look into it and get back to you within 48 hours". Unfortunately this clears any due dates and it does not get auto-escalated if it hasn't been dealt with in 48 hours.

Yes, it's supposed the due time is reset but not cleared(blank) when some one replies.

Please fix this problem asap.

Intrepid_Soul · 07-03-2007, 02:15 AM

Quote:

Originally Posted by leyton01

Not sure if this is your issue, but if you are the last to reply to a ticket than the due date is cleared.

For the developers:
This method is not ideal for some people - especially if you want to follow up tickets. Clearing of due dates should be done if the ticket is closed. Just because a staff member is the last to reply doesn't mean it is resolved (it is still open...). We have a lot of canned responses like "I'll look into it and get back to you within 48 hours". Unfortunately this clears any due dates and it does not get auto-escalated if it hasn't been dealt with in 48 hours.

My workflow is open tickets are responded to and turned into Needs more info, if they stay in that state for 48 hours the auto close feature starts to kick in and it gets closed with no response in. Are you saying the autoclose is clearing the due dates? Wouldnt a response by the user kick the due date back on track?

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Intrepid_Soul Offline Member Posts: 50 Join Date: Aug 2006	Due Dates blank? - 01-03-2007, 08:41 PM I haven't had much time to research this, but there are several cases where the due date is blank even though I set up a general SLA for 48 hours. I would say about 45% are assigned due dates automatically. Ideas?

supportskins Offline Senior Member Posts: 3,718 Join Date: Aug 2006 Location: Mumbai, India	01-03-2007, 09:03 PM Were the tickets created before you set the SLA or after that? 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/

Intrepid_Soul Offline Member Posts: 50 Join Date: Aug 2006	02-03-2007, 04:28 PM After, and it was several days ago. I still get a mix of no due dates, and due dates. Very odd.