Hi,

This is probably a dumb question, but when a technician changes the status of a request from 'open' to 'onhold', what happens to the due date for the request?
I was assuming that the 'onhold' status should stop the due date timer, but on the request list view, the 'due by' column appears to show the original due date that would have been calculated (creation date/time + service level duration). Similarly, the 'due date' shown when I view the request is also showing the same date/time and I can't see any other relevant fields.

Shouldn't the 'due date/due by' field(s) be 'sliding' forwards in time whilst the status is 'onhold' or any other status that stops the timer?

We're a small team, and at present, technicans pick-up the next request by sorting the unassigned request list in 'Due by' order, but it's beginning to dawn on me that this isn't working due to the issue above.

Thanks,
Richard