Working with Due dates and Overdue

emoreira

I'm working with osTicket 1.17 and I have set the SLA plans for the clients, the due date was set accordingly. However, it happens that sometimes we mark a ticket as 'waiting for customer' or 'waiting for provider'. Before, we used to delay the due date manually because of these problems. We thought this tool would help us automate the process of delaying the due date according to the time waiting for an answer from the customer or provider inside the SLA. However, even if I change something in the state of the ticket, it still becomes overdue.
I'd be really grateful if you could help me by sharing how you work with SLAs, due dates and the overdue state. It would be so helpful to have a better understanding of our options if we want to automate this or perhaps find a workaround because it could affect the agent working on the ticket.

Thank you so much in advance for your help.

KevinTheJedi

emoreira

SLAs are not associated with Statuses in that regard. When you close a ticket the SLA/Due Date is cleared. Other than that it doesn't matter what you set the status to it will not affect the SLA.

You should use Schedules instead:

https://docs.osticket.com/en/latest/Admin/Manage/Schedules.html

You can attach an SLA to a Schedule and the SLA will only count during the configured hours/days/etc.

SLA Docs:

https://docs.osticket.com/en/latest/Admin/Manage/SLA%20Plans.html

Cheers.

emoreira

KevinTheJedi Thank you very much.
We currently have some schedules, but my problem is that sometimes the SLA clock must be stopped, so the due date should be delayed, to reflect that state of 'waiting for customer'. I have done my research and know the due date can't be modified automatically when we change the state or the SLA. It must be done manually if we want to avoid the overdue state. However, I was looking for other ways to work with this situation. if you have experienced something similar, my question is what you applied not to affect the agents, because maybe the ticket on the system is overdue, but actually it is not.

KevinTheJedi

emoreira

The only way is via schedules or having the Agents set the Ticket to a Closed state Status when “pausing” the SLA. Then when the user responds it will automatically reopen the Ticket and should reapply the SLA. I don’t remember off the top of my head if it completely restarts or picks up where it left off.

With the latter method could then create a specific Queue that’s shows the “paused” tickets.

Cheers.