Enabling 'due date' tracking

The 'Due Date' functionality allows users to include information on their ticket SLAs. When enabled, each ticket will include a 'Due Date' field which can be populated manually or according to a set default.

Once the Due Date has passed if the the ticket is still in an open status, i.e. not resolved or closed, the Due Date will turn red. You can also export the 'Due Date' information for reporting purposes. 

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To enable the Due Date functionality you will need to allow users to update AND view the due date field by adding 2 new configuration options.

Go to 'Manage' - 'Manage Configuration' - 'Configuration Report' page and scroll to the 'Create Configuration Option' section.

1. Update Due Date Configuration:

You will need to add the following setting to make Due Date available when reporting an issue and set the access levels allowed to update the field.

Username: 'All Users'

Project Name: 'All Projects'

Configuration Option: 'due_date_update_threshold'

Type: 'integer'

Value: '55' (This indicates the access level at or above which the due date field can be updated by, i.e. 55 = Developer so any user with Developer access level or higher will be able to update the Due Date field. See the access level article for all available access levels.)

Hit 'Create Configuration Option'.

2. View Due Date Configuration:

Username: 'All Users'

Project Name: 'All Projects'

Configuration Option: 'due_date_view_threshold'

Type: 'integer'

Value: '10' (This indicates the access level at or above which the due date field can be viewed, i.e. 10 = VIEWER so any user with Viewer access level or higher will be able to view Due Date field. See the access level article for all available access levels)

Hit 'Create Configuration Option'.

You can choose to have the update and view access levels be the same but you need both configurations to be created for the 'Due Date' field to be both visible and editable. Once the View Due Date configuration has been added only users with view or update access will be able to see the field in the ticket or the date entered and only a user with update access will be able to edit the field.

Next, if you like, you also have the ability to create a default due date that will automatically populate the due date field on issue creation.  You can set this as a fixed date or a date relative to the issues creation date (e.g. +1 week). To set this up, you will need to add the following configuration. 

'Default' Due Date Configuration:

Username: 'All Users'

Project Name: 'All Projects'

Configuration Option: 'due_date_default'

Type: 'string'

Value: 'today' (The default due date can be set to any value, i.e. 'today' or '+2 days'.  For more details about supported values, see format definition documentation.)

Hit 'Create Configuration Option'.

All new tickets will now get a default due date entered based on this parameter. However, a user with update access can modify the default due date. 

Lastly, if you want to see the new 'Due Date' field on your 'View Issues' screen or be able to export this field check out this article for details, Columns in View Issues, Csv Export and Excel Export.

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If you add the 'Due Date' field to global settings for the 'View Issues' columns, and as long as their personal Columns settings do not exclude it, users will see the Due Date column. However, only users with the relevant view or update permissions will see the date populated in it. Everyone else will see the column empty. 

Now you're all set. Go trick or treating! :)

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