Due Time is resetting

[Siora]

Under one of my status's I have it set such that the "Reset Due Time on Status Change" is set to "NO". I have it so that this status is selected whenever a client replies to an existing ticket. Everytime a client replies, the status of the ticket is to change to the above status. But, when this occurs, the due time keeps resetting which goes against what the setting is there for. Anyone else notice this?

[sabrina]

Hi,

we've noticed this.

Actually, I don't know what value this setting "Reset Due Time on Status Change" has with us, since I'm not the administrator. On closed tickets with no due date, the due date is set to the current date by "system" if a customer replies to a closed ticket.

But for us this is convenient, since closed tickets that have no due date do not get screened anymore. As soon as there is a due date the ticket gets monitored. Otherwise we would never notice if a ticket has been closed but after a while the solution seems to backfire.

Regards,

Sabrina

[Doug I.]

Hi,

After upgrading to the lastest 3.11.01, I am also experiencing the same problem.
Regardless of the admin settings, the due date is resetting on any status change. What a bummer, as I was enjoying this fairly stable release and now it has taken a small step back.

Later,
Doug