Due Date Calculation

gaursh

Hi All,
Please Give me Idea how the system is generating Due Date. Some times it shows about a month sometimes in 14 days.
But not sure how it works.

Thanks.
Gaurav Sharma

ntozier

In a stock installation the end user cannot select duedate or SLA.
If the ticket was opened by an Agent then they can change the due date and SLA Plan.
If they do not, then the system uses the timer for the SLA Plan selected at time of ticket creation.
Different departments and help topics can also have different SLA defaults set.