Ticket Due Dates

Overview

In this article, we’ll be covering how to set and change due dates on tickets, and configure when reminders are emailed to you.

What is a ticket due date?

A ticket due date is a value that is added to a new or ongoing ticket that helps highlight when a ticket will be due, is almost due, or is past due. Depending on how close the date is, the color of the due date value will adjust accordingly, switching between: Grey: Due in 2+ days Yellow: Due tomorrow Red: Due today or past due In this example, the current date is February 19th

Assigning a due date - New Ticket

The first way you can assign a due date to a Ticket is during the creation of the ticket.

1. Start by navigating to the Ticket module.
2. From there, click on + New Ticket in the top right corner.
3. Fill in the information of the ticket.
4. The last field will be the Due Date field. Select the corresponding date the ticket should be due on, and then select Create.

Once the ticket is created, the Due Date will appear to the left of the Assignee column.

Assigning a due date - Existing Ticket

The second way you can assign a due date to a ticket is by using the Actions function of an existing ticket.

1. Open the ticket you would like to assign a due date to.
2. From there, click on Actions in the top right corner and then select Set Due Date.
3. You’ll then be able to set a due date for your existing ticket. Doing so will add an entry to the Updates section of the ticket, highlighting that a Due Date has been set.

Adjusting a due date

You’re also able to adjust the due date of a ticket once it’s set. Following the same steps as Assigning a due date - Existing Ticket, simply set the Due Date again, and this will override the current due date for the ticket.

This will also create an entry in the Updates section, highlighting that the due date for the ticket has been changed.

Due Date Communications

Within the Settings tab of the Tickets module, you’ll be able to configure when gaiia emails you that your ticket is due. You’ll be able to select the time the email is sent, and the timezone as well. You’ll receive one email highlighting all of the tickets that are due on this day.