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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

SLAs and Due Dates

Hi,

I think I misunderstood OSt approach to the subject....

When I pick SLA (48 hours) and Assign a due date, lets say 5/16/204, I assumed that ticket will become overdue on 5/18/2014.

Or SLA is a time for the 1st reply/assignment for a new ticket?

thanks

Comments

  • edited May 2014
    Due Date overrides the SLA. Think of Due Date as a hard deadline vs. a grace period in SLA.
  • Got it, thanks
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