Best Practices Question

Service Desk Due Date (without SLA)

06/01/2016 1338 views
Is there any functional use to setting a due date on a ticket in the K1000 when no SLA level is defined?
We are using process tickets for new accounts and terminations. Often, we have a ticket submitted several days before the actual termination (for example, someone gives two weeks notice that they are leaving, etc.). I often set a due date on a ticket so that I will know when the termination should actually be processed. It's fine that I can view this in the queue list. What I really want though, is an email when the due date arrives. I do not want an email every hour or every day as can be done with setting an SLA. I want an email only when the due date actually arrives.

Can this be done? Is a custom rule the way to go? What other methods am I overlooking for settingĀ  due date reminders for termination process tickets?
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Answered 06/01/2016 by: nshah
Red Belt

  • I think I may be able to modify this to work. It's too bad there isn't something built in for this. Having to set a reminder in Outlook almost defeats the purpose of using a ticketing system.
Be careful with Due Date functionality, as the assumed functionality of this field does not always work. In other words if the priority you select for your ticket is set to 4 days, but you select a due date for 10 days, you would assume that the SLA will be overridden by the Due date. When it comes to SLA alerting in the current K1 release I believe alerting still goes with the defined SLA date so as such you ticket will be late 6 days before your due date suggests.

For alerting around this I would suggest a set of custom rules to manage alerting, rather than relying on Email based queue rules out of the box.
Answered 06/02/2016 by: Hobbsy
Red Belt

  • I'm not sure I understand your example. Let's say I open a ticket on the 1st of the month, with an SLA set to 96 hour notification recurrence.I set the due date to the 11th (10 days later). I would expect an email 96 hours (4 days) later, and 4 days after that. On the 11th, the ticket status would be changed to stalled. I can't find anything in the documentation to indicate that the due date will have any impact at all on the SLA notifications. However, it does seem that changing the status to suspended would now exempt the ticket from SLA notifications, since it no longer has a status of Opened?
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