DUE TIME is getting enabled for phone ticket but not for email ticket--

[vineethshyam]

Hi.I have a major doubt here the due time is getting enabled for phone tickets but not for email tickets created by staff.

What is the exact difference between these.Is this a bug. I want all my tickets created by my staff to have some due time without they selecting the date.Should I use phone tickets.
But.mostly my clients wont call and I am not entering phone number as it optional

Please dont delete this thread.

Regards,
Vineeth

[vineethshyam]

HI I am waiting for responses on this as this is critical

[Mahesh Slaria]

Originally Posted by vineethshyam

Hi.I have a major doubt here the due time is getting enabled for phone tickets but not for email tickets created by staff.

Sorry, We have no such issues. If you are facing problem please open a support ticket or email me to look into this issue.

Originally Posted by vineethshyam

What is the exact difference between these.Is this a bug. I want all my tickets created by my staff to have some due time without they selecting the date.Should I use phone tickets.
But.mostly my clients wont call and I am not entering phone number as it optional

Phone ticket just add the phone number that you enter nothing else. You can use phone ticket also.

Thanks.

Regards,

[vineethshyam]

1.Login as staff .Create a send email ticket.Don select any date field

2.Now as staff only create a phone ticket.Dont select any date field.

For phone ticket you can see that the due is default due you set in admin or if it has a sla the due time as defined in the sla will be put in the due field.But for the send email ticket the same due field will be empty.(empty)

[leyton01]

Originally Posted by Mahesh Slaria

Sorry, We have no such issues. If you are facing problem please open a support ticket or email me to look into this issue.

Did you actually try it before stating there was no issue?

bug report from a year ago:
http://bugs.kayako.net/?do=details&id=1003

reported here:
Auto re-open threads quickly and easily?
again here:
Fix SLAs, escalations!!!!!!!!!!!!!!!

email was sent to Varun outlining the problems.

[vineethshyam]

I always test.You can also test it

[vineethshyam]

Created a separate thread.

[Mahesh Slaria]

Hi,

Originally Posted by leyton01

Did you actually try it before stating there was no issue?

Sorry, I misunderstand the issue due to vineethshyam's first post. I test and found confirmed issue and will try to fix this ASAP.

Thanks.

Regards,

[richm]

Anyone else seeing this in current (3.10.2 stable) build?

Just noticed that my email tickets have no due time while phone tickets correctly set a due time.

This is inconsistent and isn't following the sla set up.

Rich

[Siora]

Originally Posted by rixm

Anyone else seeing this in current (3.10.2 stable) build?

Just noticed that my email tickets have no due time while phone tickets correctly set a due time.

This is inconsistent and isn't following the sla set up.

Rich

I have also noticed this. I see that this one has slipped through the cracks.