Best Practices Question
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.