Due Date Offset not sticking in Process ticket Setup
I've got the due date enabled, and I want the parent ticket to have a due date offset of 1 week, and the child tickets to have due date offsets of 2 days. Whenever I use the drop down and select a due date offset and click save, it refreshes the screen and my due date offset is back to being blank.
I want to force it but the UI is being unkind :( Silly to offer such a thing..... but... doesn't... work?
Answers (2)
I think that might be an template issue. I tried it out on my box and the due dates didn't stick as well. I created the process, and actually ran it and the due date field didn't change. This may need to be reported to KACE as bug issue.
I've contacted KACE regarding this issue.
A quickfix in the meantime was to write my due_date_offset directly into the database using a change query ticket rule.
UPDATE HD_SERVICE_TICKET
SET HD_SERVICE_TICKET.DUE_DATE_OFFSET = 2
where IS_PARENT = '0'
You can adjust the where statement as needed (Since I just use 1 process, my parent is 7, for 7 days, and my child tickets (above) are 2 days offset.)
Once they are written directly into that database table, if you try to modify them using the UI you will get the same results as attempting to modify them before, 0 change. This seems to be a good temp fix for anyone that would like to use this feature.