Hi,
I want to ask, how to change the due date to Empty.
Normally when create a new ticket and didn't set SLA, the due date will be Empty

I have try to update ticket.est_duedate to be Null. It still show previous duedate date.
Thanks in advance for you help.

  • KevinTheJedi replied to this.

  • johnson-chong

    You cannot do so at this time if an SLA is set. You can't unset an SLA and since you can't do that the Ticket will always calculate an Estimated Due Date. The only way to remove that would be to Close the Ticket.

    Cheers.

      johnson-chong

      You cannot do so at this time if an SLA is set. You can't unset an SLA and since you can't do that the Ticket will always calculate an Estimated Due Date. The only way to remove that would be to Close the Ticket.

      Cheers.

        6 days later

        I have few question, wish can get answer from you.

        1. How can I extend the breach time of the ticket? is it change the due date ?
        2. How to get the due date value from database ?

          johnson-chong

          What exactly do you mean by “breach time”?

          From the _ticket table. You have dudedate and est_duedate.

          Cheers.

              The "breach time" means the ticket is over SLA time.
              I found the 2 columns, how do these 2 columns relate to the column shown on the ticket page?
              I have try to modify the date in the database but it does not reflect on the page

              Thank you

              KevinTheJedi

              To extended the time it goes overdue simply increase the SLA time.

              Cheers.

                5 days later

                I want to confirm here, that "increase the SLA time" means change the SLA plan and the duration of the SLA Plan is longer.

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