Due date default time

Is there a way to set a default time for the ‘Due Date’ field?

Regards,

Jim Tambling

Network Services

Data Tote Ltd

Jim,

There are a couple ways. You can do it by setting the basics when you
configure a Queue. There is an option in "Basics that allows you to specifiy
the numbers of days when a ticket should be due. IT displays “Requests
should be due in ____ days.” Filling this out would do it for every ticket
in a specific Queue. We also have another way as an alternative. We have a
CF defined as “Need-By Date” and we have a scrip that puts that date into
the Due date as the default when it is filled out. Of course, the ticket
owner is able to change whenever they want, but it gives them an idea what
the customer wants.

Hope this helps.

Kenn
LBNLOn Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling Jim.Tambling@datatote.co.ukwrote:

Is there a way to set a default time for the ‘Due Date’ field?

Regards,

Jim Tambling

Network Services

Data Tote Ltd

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hi Kenn,

Thanks for the prompt reply. I obviously did not word my question
properly. We set the ‘Due Date’ manually, as there is no set SLA on
requests. It is the time (24hr) that the request is due that we want to
set to a default.

Regards, Jim-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 02 June 2010 20:23
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Due date default time

Jim,

There are a couple ways. You can do it by setting the basics when you
configure a Queue. There is an option in “Basics that allows you to
specifiy the numbers of days when a ticket should be due. IT displays
"Requests should be due in ____ days.” Filling this out would do it for
every ticket in a specific Queue. We also have another way as an
alternative. We have a CF defined as “Need-By Date” and we have a scrip
that puts that date into the Due date as the default when it is filled
out. Of course, the ticket owner is able to change whenever they want,
but it gives them an idea what the customer wants.

Hope this helps.

Kenn
LBNL

On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling Jim.Tambling@datatote.co.uk wrote:

Is there a way to set a default time for the ‘Due Date’ field?

Regards,

Jim Tambling

Network Services

Data Tote Ltd

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Hi Jim,

check out the extension RT::Extension::SLA… I know you said there is no
set SLA on the requests, you can have it set the due date to 24hours out.
If you need another date (extension of time if you will) you may have to
modify the core of the code a little bit.

Thanks,
BillOn Wed, Jun 2, 2010 at 12:39, Jim Tambling Jim.Tambling@datatote.co.ukwrote:

Hi Kenn,

Thanks for the prompt reply. I obviously did not word my question properly.
We set the ‘Due Date’ manually, as there is no set SLA on requests. It is
the time (24hr) that the request is due that we want to set to a default.

Regards, Jim

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
Sent: 02 June 2010 20:23
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Due date default time

Jim,

There are a couple ways. You can do it by setting the basics when you
configure a Queue. There is an option in "Basics that allows you to specifiy
the numbers of days when a ticket should be due. IT displays “Requests
should be due in ____ days.” Filling this out would do it for every ticket
in a specific Queue. We also have another way as an alternative. We have a
CF defined as “Need-By Date” and we have a scrip that puts that date into
the Due date as the default when it is filled out. Of course, the ticket
owner is able to change whenever they want, but it gives them an idea what
the customer wants.

Hope this helps.

Kenn
LBNL

On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling Jim.Tambling@datatote.co.uk wrote:

Is there a way to set a default time for the ‘Due Date’ field?

Regards,

Jim Tambling

Network Services

Data Tote Ltd

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Bill Graboyes