Does anyone know how the Due Date function in the Service Desk is supposed to work?
I have been using this function by selecting a date/time I want to be notified to have the ticket completed by, and I'm still getting escalation emails at the same interval as I do with tickets set to due immediately. I assumed that if I entered a future date/time, that I wouldn't get an escalation email until AFTER that selected date/time. That's not the case, so I'm looking to learn what the intention of this feature really is.
The due date function in the Service desk is the key to the ticket being within or outside of SLA. To get the due date to work you must first set up the priorities, SLA's and working time and days, then when you log a ticket and select the priority, the due date is calculated based on the resolution time using working days and times.
If your ticket is not resolved past the due date the ticket is deemed to be late, if it is resolved before the due date it is deemed to be within SLA.
You also have the option to set the due date, so for example if the enduser says I will be away for a week, you are able to set the due date beyond that and the SLA calculation will not change the due date as it has been manually set.
It looks like escalation emails work independently of due date. The Appliance Administrator Guide says that the only two requirements for an escalation email to be sent is that the escalation time has passed and the ticket has an "Opened" status state.
A way to prevent the escalation emails from being sent to you while you are waiting is to set the status to a "Stalled' option. We use "Need More Info" for this. It lets us know the ball is in the user's court and that the ticket is not being left open with no work being done.