help me understand history of a call terms
I am running the latest SDP build. When I view history of a call I see:
Status changed from Open to on hold
Time of stop timer changed from N/A to Feb 23, 2010 11:25 AM
ISAFTEROVERDUE changed from None to waiting on user to do something
What does "ISAFTEROVERDUE" mean? The ticket is not overdue at this point (ticket just created and SLA has not been applied yet to set the due date).
When I change status from Open to "On hold" I do not get the "ISAFTEROVERDUE" entry in the history, only when I use the "waiting on user to do something" (which by the way stops the timer as does on hold).
Status changed from Open to on hold
Time of stop timer changed from N/A to Feb 23, 2010 11:25 AM
ISAFTEROVERDUE changed from None to waiting on user to do something
What does "ISAFTEROVERDUE" mean? The ticket is not overdue at this point (ticket just created and SLA has not been applied yet to set the due date).
When I change status from Open to "On hold" I do not get the "ISAFTEROVERDUE" entry in the history, only when I use the "waiting on user to do something" (which by the way stops the timer as does on hold).