Due Date

iwanschmid

when a new ticket is created and no due date is set, the due date is set to "29.11.1999 23" on my system. this is not a problem for manually created tickets, because it's possible to set it there. but i use almost only the auto-email-fetch function. so all my calls have as due date "29.11.1999 23". so they are overdue just when they are ariving.

is it possible to set somewhere how the due date for auto-email tickets is calculated? or better would be to set the due date automaticaly to creating date + "Ticket Grace Period".

thanks

iwan

peter

The date should be NULL for emailed tickets. I'm not able to replicate the issue locally, please PM and I will help debug the issue on your installation.

I agree that we need a setting for auto-set due date but the grace period serves the same purpose at the moment. My thinking is we can limit grace period to escalation only and use due date for actual overdue.

scottro

Was a fix found for this? Mine is doing the same thing.

I even set the UPDATE to have a duedate="NULL" but I'm still getting the same thing.

Thanks.

A note on this. My emailed tickets show a due date of nothing (NULL) correctly. This is only happening when I reopen a ticket (which is where I added the duedate="NULL")

peter

A note on this. My emailed tickets show a due date of nothing (NULL) correctly. This is only happening when I reopen a ticket (which is where I added the duedate="NULL")

Try duedate=NULL ( no quotes).

scottro

A note on this. My emailed tickets show a due date of nothing (NULL) correctly. This is only happening when I reopen a ticket (which is where I added the duedate="NULL")

Ok, I got mine fixed it appears. I changed the reopen function to include duedate=NULL (I had been trying duedate="NULL").

include/class.ticket.php

function reopen(){

global $thisuser;

$sql= 'UPDATE '.TICKET_TABLE.' SET status='.db_input('open').',isanswered=0,duedate=NULL,updated=NOW(),reopened=NOW() WHERE ticket_id='.db_input($th\

is->getId());

return (db_query($sql) && db_affected_rows())?true;

}

scottro

Try duedate=NULL ( no quotes).

hehe, we must have been posting at the same time. Thanks though :)

I also noticed that right above that function in the "close" function that the duedate there is duedate="NULL". I changed it on mine.