Request On Hold and Due By Date
I need help to understand how Due By Date is working ...
I have created a few status (new, assigned etc. are like Open, pending something are like On Hold, resolved or canceled is like Closed).
The regular SLA is 12 hours.
I don't understand how this request can be in SLA violation :
DueBy Date changed from Wed Jun 21 07:24:50 CEST 2006 to Wed Jun 21 09:56:30 CEST 2006
How can it be ? I don't get it ...
Thank you ! :)
I have created a few status (new, assigned etc. are like Open, pending something are like On Hold, resolved or canceled is like Closed).
The regular SLA is 12 hours.
I don't understand how this request can be in SLA violation :
Created by System on Tue, 20 Jun 2006 19:24:50
Operation : CREATE , Performed by : System
Updated by K. on Tue, 20 Jun 2006 19:42:44
Request Updated by : K.
QUEUEID changed from 301 to 601
CREATEDTIME changed from 1150824290901 to 1150825364511
Status changed from [1] new to [3] pending business hours
WORKORDERID changed from NONE to 362
STARTTIME changed from 0 to 1150825364526
Updated by Administrator on Wed, 21 Jun 2006 09:55:55
Request Assigned to : A. from : A. , Performed by : Administrator
Updated by Administrator on Wed, 21 Jun 2006 09:56:30
Request Updated by : Administrator
Status changed from [3] pending business hours to [2] assigned
DueBy Date changed from Wed Jun 21 07:24:50 CEST 2006 to Wed Jun 21 09:56:30 CEST 2006
Updated by A. on Wed, 21 Jun 2006 10:03:22
Request Updated by : A.
Category changed from NONE to Accounts / Permissions
Status changed from [2] assigned to [0] resolved
COMPLETEDTIME changed from 0 to 1150877002301
TIMESPENTONREQ changed from 0 to 1485360
DueBy Date changed from Wed Jun 21 07:24:50 CEST 2006 to Wed Jun 21 09:56:30 CEST 2006
How can it be ? I don't get it ...
Thank you ! :)