Hi,I think I misunderstood OSt approach to the subject....When I pick SLA (48 hours) and Assign a due date, lets say 5/16/204, I assumed that ticket will become overdue on 5/18/2014.Or SLA is a time for the 1st reply/assignment for a new ticket?thanks

Due Date overrides the SLA. Think of Due Date as a hard deadline vs. a grace period in SLA.

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