Customize the due date
I've read through the admin guide, and I can't any information on how SD+ calculates the due date. I know it's somehow a combination of priority level, applicable SLA, operating hours, holidays, etc., but there's no specific information on how those factors actually affect the due date.
We need to be able to have requesters manually set a due date when they submit a help request, and perhaps even have a default due date (like one week from the creation date) if no due date is selected. Editing the due date ourselves for every request is not feasible. I can probably create a custom field on the request form to do this, but I don't think I can deactivate the built-in due date calculation, so we'd end up with two due dates on the request page.
Does anybody have any suggestions? If not, I would like to formally submit this as a new feature request, because we need this functionality. Thank you.
We need to be able to have requesters manually set a due date when they submit a help request, and perhaps even have a default due date (like one week from the creation date) if no due date is selected. Editing the due date ourselves for every request is not feasible. I can probably create a custom field on the request form to do this, but I don't think I can deactivate the built-in due date calculation, so we'd end up with two due dates on the request page.
Does anybody have any suggestions? If not, I would like to formally submit this as a new feature request, because we need this functionality. Thank you.