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Due Date Policy

Ticketing > Due Date Policy

The Due Date Policy page sets the due date for each new ticket based on field values. Any combination of list fields may be defined to set a due date. This allows you to set a ticket due date based on the urgency of the ticket and a guaranteed level of service. For example, define a new field named Service Level with the following list items: Premium, Standard, Economy. Create different due date policies for each combination such as:

  • Set resolution time to 1 Hrs when Priority = High and Service Level = Premium
  • Set resolution time to 7 Days when Priority = Normal and Service Level = Economy

When a new ticket gets created, the due date is set by adding the number of hours in the policy to the current time.

Default time to resolve tickets with no policy

Enter the number of hours or days to resolve tickets when new tickets are created that do not match any policy.

Policy Name

Enter a name for this due date policy.

Time

When new tickets are created that match the field values in this policy, then the due date is set to this number of hours or days plus the current time.

Fields

Select values for one or more fields that a new ticket must match to automatically set the due date for the new ticket.

Delete Icon

Click the delete icon to delete a row in the paging area.

Edit Icon

Click a row's edit icon to populate header parameters with values from that row. You can edit these values in the header and re-apply them. The selected row is highlighted in yellow.

Name

The name of the due date policy.

Time

The time added to the current date and time to set the due date policy for a new ticket.

All Other Columns

The values of list fields that must be matched to set a due date for a new ticket using this policy. User defined List fields are maintained using Edit Fields.