[rt-users] Due date does not change when back from stalled with a reply

Asif Iqbal vadud3 at gmail.com
Fri Nov 14 14:10:12 EST 2014


Hi All

I am not able to reset the due date with following definition

Set(%ServiceAgreements,
    Default => '7d',
    QueueDefault => {
        'Circuits' => '10d',
        'Handover' => '2h',
    },
    Levels => {
        '10d' => {
              BusinessHours => 'work',
              Resolve => { BusinessMinutes => 60*12*10, IgnoreOnStatuses =>
['stalled'] },
         },
        '2h' => {
              BusinessHours => 'work',
              Resolve => { BusinessMinutes => 60*2 },
         },
    },
);


Ticket due date for 'Circuits' queue changes to unset when changed to
'stalled'.

But when a reply opens the ticket, the Due date goes back to original
instead of reset

Any idea what I am doing wrong?


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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