Due Date

Just wondering what some of you have on due dates not falling on weekends? Kace has taken this as a future enhancement but still interested in knowing what others are doing on this. I have four main ticket priorities, High, Normal, Medium and Low. Due Dates are set according to the priority on the ticket.

High - 2 hours
Normal - 4 days
Medium - 7 days
Low - 21 days

What would be ideal is the rules do not count Saturdays and Sundays or set a due date on a Sun or Sat.

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Answers (5)

Posted by: dchristian 12 years ago
Red Belt
I think this would work.

It'll take some jumping through hoops but...

Create a new status named "weekend" with a state of stalled (this will stop the escalation clock).

Rename one of the custom fields to "old status".

Setup a rule to run Friday night and update "old status" with the tickets current status.

Next update the status of the ticket to weekend.

Monday morning setup a rule to look for all tickets with a status of "weekend" and update the status with the "old status" column.

Its not the most elegant solution but it might due the trick till Kace implements off hours into the KBOX.
Posted by: bmatore 12 years ago
Orange Senior Belt
i have in the meantime created addittional rules for each priority depending on the day the ticket is created i.e.

Normal Created on a Wednesday would add 6 days rather than 4, Thursday add 7 and so on.

will need to create a test environment and try out your solution on that first, havent really had a good experience playing with rules in production :)
Posted by: dchristian 12 years ago
Red Belt
bmatore i would recommend testing EVERYTHING before putting ANYTHING into a production environment! :)

I re-read your post, and I am a lil confused...

Priorities deal primarily with escalation times.

Due dates are different.

When assigning time, are you trying to alter the escalation time or the due date?
Posted by: bmatore 12 years ago
Orange Senior Belt
the idea is submitters do not set their own due dates but the system does that automatically based on the priority. e.g a normal priority ticket will be set to be due after 4 working days

maybe i should ask how due dates are set in your system?

the problem though with this is you cannot manually change the due date if you needed to, but i can leave with that for now.
Posted by: dchristian 12 years ago
Red Belt
This is a tough one...

Let me see what i can come up with.
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