Even as you are working on a ticket, you might want to change its status, re-categorize it, assign it to someone else, and generally update its properties. The “Ticket Properties” option lets you modify and update any fields associated with a ticket.
The ticket “Due by TIme” is automatically calculated based on its priority and the SLA rules you have defined. However, you can also change this on a case by case basis by clicking on the “Due By” field under Ticket Properties.
Quick guide for setting ticket properties
Click on any ticket from the dashboard or the ticket list to see its details
Choose the Ticket Properties option on the right side menu (this option is usually already selected by default)
Choose or enter values that you wish to update corresponding to each field
Click Update once done
Quick guide to manually changing the Ticket Due by Time
Click on any ticket from the dashboard or the ticket list to see its details
Choose the Ticket Properties option on the right side menu
The current Due By time is visible on the top of the ticket properties
- Click on the current Due by Date and Time to edit it
- Either choose from the contextual date options (due today, tomorrow, next week, etc.), or click “Set Date/Time” to enter a specific date and time
- Hit Update under Ticket Properties to change the due by time
Please select attachment for an image walk through below:
