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In our process, we use a Received date to show when the product was received at the service center for repair. Our tickets are not scheduled and so we do not need a Due Date. I could use the field Due Date for my purpose, but I would want to turn off any Notices or color changes associated with the Due Date being past. In other words, I would want to turn off any events linked to Due Date, it is just informational for me.
How can I either create a new field for Received date, or re-purpose Due Date (sans events)? Thanks. |
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It seems like the Ticket Open date, that defaults to 'now' as of the time you open the ticket may be a good fit, unless you need it for other purposes and need a separate between the Open Date and Received Date.
The Due Date can also be used for that purposes, but its core purpose of being a Due Date cannot be changed. It is also tied to SLA. In case you cannot use the Open Date you should probably consider adding a new Custom Field of the date type and use that for Received Date. Click to learn more about custom fields |
