Custom date field and due date

kenxplay

Hi is there any way to have a client fill out a due date field for the ticket and have it be used for the overdue value.

kenxplay

I guess i should clarify further, i would like to for a client to be able to fill in a date value and that date value get inserted into the duedate database field in the ost_table table. That was when the ticket goes past the duedate it will be shown as overdue. It's my impression now that you can only use SLA grace periods to establish overdue tickets? thank you.

ntozier

Users (Clients) cannot fill in a due date.

You can give them a Date and Time field on the ticket form, and they can enter data, but it is not tied to SLA or the actual due date.

Vdub909

Is there a way to edit the source files to achieve this?

ntozier

You can change anything by editing the source file. You just need to locate where in the code it will go and code it.

Vdub909

kenxplay

I was able to do it, I had to add the date field in a "built-in" form, I used the "Additional request information" form and added a date field, in the variable box i put "test_duedate". Then in the DB I found "ost_queue_column" and changed the "duedate" to "cdata__test_duedate". That allowed for the duedate from the "additional request information" form to populate in the queue field "Due Date".

I still had an issue with trying to sort the queue. So I went back to the DB in "ost_queue_sort" and changed "Due Date" to "-cdata__test_duedate". Now it is functioning properly.

Vdub909

Vdub909 Actually this will allow the due date to be input from users but you would have to edit the DB further to be able to make the overdue value reflect this.