Due Dates are automatically enabled for all districts, meaning they are active by default. However, the site offers an option to deactivate due dates.
Permission to Edit a Due Date
Admins can restrict which of their district's end users can edit the Due Date field on a ticket.
Admins will have access to do this by default; Agents (or any other role of users) will not be granted access to edit Due Dates by default.
This permission check will be implemented for the Ticket Details page, bulk actions operations for Tickets, and Shortcuts.
Permissions Core
Permissions v2
Due Date Assignment Delegation
You can allow users to set due dates on tickets assigned to them or Team members. The site option setting Assignment Delegation and Assignment Delegation for Teams governs this ability.
Setting Due Dates within a Ticket
When enabled, agents can manually set Due Dates for tickets. Select Set Due Date and enter the preferred due date for the ticket.
When a user sets a due date for a ticket, the time of that due date will default to the end of the day (11:59 PM) based on the district time zone. For example, if today is March 27 and the user sets a due date for today, the system will place it for the end of the day today, and the note will say “13 hours from now,” indicating that the end of today will happen in approximately 13 hours.
Setting Due Dates via Rules
Admins can set ticket Due Dates automatically via the Rules Engine for dates within the necessary time periods. This is supported in all trigger types in the rules engine.
Period until due date
First day of the month
Last day of the month
Custom date
Today
Event Date (if applicable)
"X" days will only calculate business days, and weekends will be excluded from this value
Federal or public holidays are not taken into consideration.
The site’s time zone is also incorporated into the calculation.
If you have the iiQ Events module, there will be an additional option in the dropdown for Event Date that allows the Due Date to be automatically set to match the Event Date.
The due date will only be set if exactly one Event is linked to the ticket.
If the Event date is set to Saturday or Sunday, this action also sets the Due Date to Saturday and Sunday.
For example, if you want to set the due date for a ticket to be Thursday, 3/14/2024, and the ticket was submitted on Monday, 3/11/2024, in the rule, you would select the Period until the due date option and set it to 3 days after ticket creation.
Removing Due Dates via Rules
You can also remove the due date on a ticket; the rule should be set to Remove the Due Date.
This can be used if the ticket is assigned to different teams before it can be resolved.
Setting Due Dates via Ticket Templates
Users can set a due date for a ticket submitted using Ticket Templates.
Set the Due Dates option on the Ticket template and save the template.
Create a new ticket using this template.
After clicking Submit, the ticket is created with the due date of what was selected - the last day of the month in this example. The ticket timeline shows the due date was set.
Setting Due Dates via Shortcuts
Users can set Due Dates for Tickets using Shortcuts for dates within the necessary time periods.
"X" days will only calculate business days, and weekends will be excluded from this value
Federal or public holidays are not taken into consideration.
The site’s time zone is also incorporated into the calculation.
The user has to create a shortcut and then go into the ticket and apply it manually to the ticket to set a due date.
When creating a shortcut, you can add the action Set Due Date.
When applying the shortcut, it will set the due date on a ticket to today. The ticket timeline shows that the due date was set.
Set/Remove Due Dates via Bulk Actions
Users granted permission to update Due Dates on tickets can set or remove Due Dates on tickets via bulk actions.
To set a due date for multiple tickets, check the tickets and then select Other > Set Due Date bulk option.
Select the due date format in the Type field drop-down and click Update Tickets.
Click Apply Changes to X tickets.
The due dates will appear under the Due Date column in the selected tickets.
Please note that the Due Date column is not a default column. You will need to add it manually from a ticket view.
Each ticket’s Timeline section will also note that the due date was set to the selected date.
The user can go through the same steps for removing due dates using the Remove Due Date bulk action.
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Hannah Bailey - Director, Customer Engagement