Edit Ticket in Question and Set SLA Plan to "None".
How is the overdue flag cleared Again from a ticket without closing ticket?
(or setting overdue date to a future date)
Olest,
The most reliable way is to "Edit" the ticket in question and select "None" for SLA plan, add some internal notes (required), and then "Save".
From our testing, if you decide at any point during the lifetime of the above ticket to turn the SLA back on, it will immediately, set the "isoverdue" bit back on, turning the "Overdue" status icon back on in the scp gui. This behavior happens without regard for how many times the ticket has been touched, by staff or your customer while you had the SLA set to none. It leaves a confusing "Overdue" icon in SCP until that particular ticket is closed.
How the "Overdue" logic behaves makes absolutely no sense imo.
Expected behavior should be, when you respond to the ticket that's "Overdue" it turns it back off.
Same with SLA behavior logic. SLA times (in my experience) are setup for the first initial contact with the customer. In our business customer can select from several different SLA's. Each with guaranteed response times and price points. The SLA logic in osTicket applies the SLA time to both customer and staff.
EG... Say I have a 1hr SLA set:
1> Customer opens a ticket that has a 1hr SLA set by default.
2> Staff responds to the that ticket within 30mins asking for additional info. (For us, this puts the ticket from "Open" into the "Answered" Que/State.
3> Customer doesn't respond for over an hour.
4> The "isoverdue" trips and puts the ticket into the "Overdue" Que/State because the customer didn't respond. This logic (imo) makes absolutely no sense. A customer not responding burdens us with a False Negative, set's a distracting "Overdue" status icon, and then we can't turn the "Overdue" status off, no matter how many times the customer or staff responds for the the lifetime of the ticket. The "Overdue" status stays on for the lifetime of the ticket until the ticket is "Closed".
Please let me know what your thoughts are from what I've pointed out. I'm curious what other people think of this behavior.
IMO, we think both the SLA logic and Overdue logic need to be rethought, as one directly effects the other.
Right now, we've completely turned SLA's off and renamed our "ticket priority" levels the same as our SLA's and give our support contract customers the choice to choose which priority level they want on the web form. We can get by setting manual due dates and times if need be.