due date is not working

[fab]

Hello
Maybe the due date is not with right format in my database (I remember I had a warning and I had to recreate it manually), but all my tickets are with "None" on "due date" column.
how can solve that ? and by the way, is there any way to assign a different due date depending of request or incident ?
thx for your lights !

[Klemen]

What is your column format?

Do you get any errors when setting a due date? What if you have Debug Mode ON in Hesk settings?

[fab]

no, I have no problem to set a due date. no errors on debug mode.

due_date column is with Date format.

[Klemen]

It should be a TIMESTAMP:

Code: Select all

`due_date` timestamp NULL DEFAULT NULL

I don't recommend manually messing with your database. Always use the official installation files and report any problems you are having with them.

[fab]

yes after hesk upgrade I missed the database update part, which I presume, was creating the missing tables So I recreated them manually, but seems with wrong format.

hope this will work now. But I'm till wondering how due date is working ?

I see "Show as "due soon" which is defined to 7 days before dure date, but how due date is defined ? and most important, how can I set up a due date for request and a due date for incident for exemple ?

for exemple, I'd like to set up the following onfiguration :
- incident ticket : due date : 24h : if nobody picked up the case >> remind mail to hesk admin
- request ticket : die date : 48h : if nobody picked up the case >> remind mail to hesk admin

This is quite basic for basic system, but I cannot find the way to do it. but maybe this is another concept than due date ?

[Klemen]

Due date is something you set when creating a ticket, or in an existing ticket (open it in admin and see right-side bar under "Ticket details").

When a ticket is overdue, it will show in the ticket list tab.

Hesk can also send you email reminders, but you need to set up a cron job for that:
https://www.hesk.com/knowledgebase/?article=103

For more powerful reminders, automated rules, and escalation, you would need to use the Escalate module which is available in Hesk Cloud Plus only.

[fab]

oo I thought it was automatic. I can set up cron this is not problem, but I was wondering how can we manage SLA. but as far as I understand there is no automatic SLA managment. thx.

[Klemen]

For SLA you would need the Escalate module (cloud plus only).

[fab]

OK I understand now. Thx!