Tickets SLA was automatically updated when anyone transfer it into another department whichever SLA is associated with that specific department but at the same time estimated due date won't change. However, the estimated due date will change based on the SLA changes. So, sometimes this cause an issues like while new ticket generating at that time SLA and estimated due date saved by default but after transferring it info another department, the SLA and estimated due date both are different.

Can anyone guide us to how to update estimated due date when changing department??

Thank you in advance.

a month later

I have the same problem. When I change the SLA on an open ticket, est_duedate changes correctly. When transferring to another department, only the SLA changes (the department has a different SLA and the SLA transient option is selected). The date column (est_duedate) is not changed

25 days later

It's my understanding that after a ticket is created SLA and due date are not changed unless an Agent manually edits it on a specific ticket.

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