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I’d like the ability to set my own time frames for due dates.
I hope you know that you can set your own time frames for tickets based on priority using SLA policies. We will give you the option to edit and set your own due by time for a ticket soon.
I also need this - for my less critical issues the SLA periods are significantly more than 3 days!!!
Just wanted to update you all. We have implemented this feature and Agents can change the Due Date and Time, by clicking the Edit icon next to Due by Date and Time.
Please check image below for more information
It don't always show the icon so that i am able to change date/time that the ticket is due. It will only show the icon in certain tickets that have been created.
Please see screen shot below:
I have found that if the status is Open, I can change. However, any other status (Pending, Waiting on Third Party, etc) I am unable to change. Each status should be allowed to change the due date.
+1 for being able to set due to for all statuses.
This is a real pain for us and messes up our SLA
Just spoken to an advisor about this. If you turn the SLA on for each status (Admin>Ticket Fields> 'Edit' Status), you can get the 'due date' edit box up and can then select a due date.
Where's that due by on the Mint version?
@Thiago, It's available on the top of the first message on the ticket. I've highlighted it in the screenshot below.
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