Ticket Status change resets due date to default value

paulpp · **Ticket Status change resets due date to default value -** 18-03-2008, 12:07 AM

hello,

well i appear to be on my last challenge trying to figure out this application. after searching the forums all day, i'm simply stuck.

i have two ticket statuses, one is "Open" and the other is "In Progress". Both have "Reset Due Time On Status Change" set to 'No'. But when ever i change the "Status" from Open > In Progress or In Progress > Open, the Due Date will change back to a default value of 23h59m59s. I would welcome any feedback.

--paul

craigbrass · 18-03-2008, 09:16 AM

What version are you running (shown on the /admin/ or /staff/ login pages)?

ecornet · 18-03-2008, 03:38 PM

Do you have any assigned SLA plans? Because if you don't, they will default to whatever you have set as your default ticket due time. At least, that is my understanding..

--
Reset Due time on Status Change means:

Yes - Clear the due time and ignore SLA plans

No - Check the ticket status to see if it matches any SLA plan, if not, continue using the current SLA
--
...according to Raghav Arora

paulpp · 19-03-2008, 12:20 AM

Hello All,

i'm using version 3.11.01 which is a host trial version for now.

Yes i have SLA plans assigned to my tickets. but the count still resets.

--paul

ecornet · 19-03-2008, 12:26 PM

What is the criteria of the associated SLA plans?
When you change from Open to In Progress what is suppose to happen?

paulpp · 19-03-2008, 03:36 PM

when a ticket is assigned as Open... we consider that queued tickets that need to be worked on. when the an Open ticket is being worked on, it's moved to the In Progress status.

ecornet · 19-03-2008, 03:42 PM

Ok, but what is the SLA suppose to do for the status change?

You have the SLA plan set up to say:
Ticket Status Association = In Progress

What is the plan suppose to do?

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craigbrass Offline Senior Member Posts: 5,394 Join Date: Jun 2005 Location: Cumbria, UK	18-03-2008, 09:16 AM What version are you running (shown on the /admin/ or /staff/ login pages)? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

paulpp Offline New Member Posts: 14 Join Date: Mar 2008	19-03-2008, 12:20 AM Hello All, i'm using version 3.11.01 which is a host trial version for now. Yes i have SLA plans assigned to my tickets. but the count still resets. --paul

ecornet Offline Member Posts: 159 Join Date: Feb 2008	19-03-2008, 12:26 PM What is the criteria of the associated SLA plans? When you change from Open to In Progress what is suppose to happen? VoiceWay IP Telephony for Business and Residential

paulpp Offline New Member Posts: 14 Join Date: Mar 2008	19-03-2008, 03:36 PM when a ticket is assigned as Open... we consider that queued tickets that need to be worked on. when the an Open ticket is being worked on, it's moved to the In Progress status.

ecornet Offline Member Posts: 159 Join Date: Feb 2008	19-03-2008, 03:42 PM Ok, but what is the SLA suppose to do for the status change? You have the SLA plan set up to say: Ticket Status Association = In Progress What is the plan suppose to do? VoiceWay IP Telephony for Business and Residential