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</o:shapelayout></xml><![endif]--></head><body lang=EN-GB link="#0563C1" vlink="#954F72"><div class=WordSection1><p class=MsoNormal>Hello<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I have set up a range of SLAs which work reasonable well ie setting a DUE DATE based on level of SLA and defined hours of support<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>However if we over-ride the DUE DATE (because of client interaction/agreement) and then the STATUS of a ticket changes afterwards, RT automatically changes the DUE DATE back to the original.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Is this expected behaviour?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Is there anything I can do to make the manual over-ride due date remain on the ticket?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>We have the following statuses<o:p></o:p></p><p class=MsoNormal> initial => [ 'new' ],<o:p></o:p></p><p class=MsoNormal> active => [ 'open', 'stalled', '3rd-party', 'client', 'development', 'testing', 'release' ],<o:p></o:p></p><p class=MsoNormal> inactive => [ 'resolved', 'rejected', 'deleted' ],<o:p></o:p></p><p class=MsoNormal>and in terms of SLA time should not be ‘counted down’ if the status is Stalled/ 3<sup>rd</sup> Party/ Client/ testing.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>We have tried introducing “IgnoreStatuses” for these statuses within the SLA Config file but could not get that to work either<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Has anyone got ‘IgnoreStatuses2 to work? Or how else to people deal with a stop the clock function? <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Many thanks<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>S Ainsley<span style='font-size:8.0pt;color:gray;mso-fareast-language:EN-GB'><o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>