Additional Due date flavor configuration needed
N
Navaneeth Kumar S
As a team lead, I would like to track the due dates based on the time - it was assigned to my queue or my category. We have a scenario where a team working under category A takes 2-3 days and passes the ticket to team B, so I would like to calculate the due date based on the time the category was changed and give additional days for Team B to work on. Currently this fails where we have a scenario where Team A consumes more time or allotted time for complete ticketing process to complete.
C
Claudine Richardson
Hiya Navaneeth Kumar S, thanks for this post! I have a few more questions for you:
- How do you currently track the time when a category is changed?
- What specific additional days should be allocated to Team B after the category change?
- Are there any specific scenarios or exceptions where this due date calculation should not apply?
N
Navaneeth Kumar S
Claudine Richardson
- we do not track time at the moment
- it depends on the Business need
- it is based on requirement, so each use case has its own need
and hence the ask to have a new type helps to give a better due date without giving override option