I have a question, but I don't know if it's pre-defined in the system.
When a ticket is opened, the est_duedate field in the ost_ticket table is filled, but when the ticket is closed, it is empty.
Do you know if this is supposed to happen?
The images show the same ticket, open and closed. It is seriously burnt before closing it and as soon as it is closed, the isoverdue field is set to 0 and est_duedate is empty.
The SLA for this ticket was 24h (1 day)
