Due time feature

RT Users
1

Hi all !

I was playing around with the due time function, but unfortunately it
seems not
to be functional currently (or it does something else than I expect ;).

RT seems to do nothing when the due time exceeded; there’s no scrip
action for it
and RT doesn’t show the user that the ticket needs to be processed.

Some thoughts:

  • RT should inform the owner if the due time has exceeded (maybe a
    littlebit before).
    This is important if some company (like ours) has SLA (service level
    agreement)
    customers where a ticket HAS to be processed in a certain amount of
    time.

  • If the ticket has not been taken by anyone, RT should show some kind
    of information
    that there are tickets which have exceeded the due time (or best: notify
    that a ticket
    will soon exceed the due time)

Best regards
Timo

Timo A. Hummel, IT Specialist
IS Innovative Software AG Phone: +49 69 505030-302
Feuerbachstraße 26-32 Fax: +49 69 505030-505
60325 Frankfurt a.M. E-Mail:
mailto:timo.hummel@isg.de
GERMANY WWW: http://is.ag