Datto Autotask PSA: I am unable to change the due date of my ticket

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Issue

When I change the due date of a ticket, or a workflow rule changes it, the due date changes back within a few minutes.

Environment

  • Datto Autotask PSA

Cause

There is an SLA on the ticket that is set to automatically apply ticket due date and time.

Resolution

The Use SLA to automatically set ticket due date and time configuration makes the due date of the ticket equal to the Resolved goal of the ticket. You can enable this setting on a ticket by performing the following steps:

  1. Navigate to Autotask menu → Admin → Features & Settings → Service Desk (Tickets) → Service Level Management.
  2. Select a ticket.
  3. Edit the SLA on the ticket to Use SLA to automatically set ticket due date and time.

If the above setting is applied, you will not be able to change the due date and time of the ticket. Even though it will appear as though you can change the due date/time and save it, after a few minutes, the system will automatically change it back to what was applied by the SLA originally.

If the status of the ticket is mapped to the Waiting Customer SLA event, it will strip the SLA Upcoming Goals so that the date can be manipulated. Once the status is put back into an active status that populates the Resolved Goal, the due date will change to match.

Additional Resources


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