Due Date for Tickets other than Tasks

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27 Comments

  • Emily Page
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    Hi James, 

    You can create a custom field in date format using a Regular Expression. Just visit Manage > Ticket Fields and select 'add custom field.' Choose the Regular Expression field type. You will need to understand Ruby to write the regular expression, but we link you to this  editor to help accomplish that. Hope this helps!

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  • Alec Swirski
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    I don't think this solution fits our needs, I want to be able to use triggers and automation based on the due date field in ticket types other than Tasks which won't work using the regular expression custom field.  What is the difficulty making this field available on all ticket types?

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  • Emily Page
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    Hi Alec,

    What is your use case?

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  • Simon van de Westerlo
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    I have exactly the same problem...

    In our case every ticket needs to be solved in 4 hours, 2 days or 4 days.

    So when we register a ticket this should be visible in the views but that's only possible with tasks.

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  • Olof Soldatic
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    This would actually help us too regarding the limited SLA support Zendesk is offering at the moment.

    I am aware of 3rd party Apps but would like to see this as a native option.

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  • Simon van de Westerlo
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    Hi Olaf, Can I ask you which app you woud recommend ?

    Thanks

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  • Olof Soldatic
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    @Simon
    I was not really pointing to something we use but rather what I know Of :)

    Coherence, CloudSET has an app for SLA management but I cannot say how well it works or what bang for the buck it will give.

    Feels like I'm hijacking the T.O here but in our case we have an agreement that spans from 08-23 (Business Critical Hours) though response times are cut down by half during Office Hours - meaning
    we need at least 3 "calendars" to act upon (triggers and whatnot). Which obviously won't work natively in Zendesk today.

    BUT letting us set a due date down to the hour would give us the opportunity to manually do the calculation once and create triggers from that. (If due date would still be "triggerable" - is that a word? :)

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  • Olof Soldatic
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    Should have added that we currently do not use ANY apps for SLA's but strongly need one - or more Zendesk native control.

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  • Emily Page
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    Hi Alec, 

    It's been a few months since your post, but we just came out with a Custom Date Field that can be referenced in Views, Triggers and Automations. It's currently in beta, so everyone can sign up here. More specifically, here's what you can do with these elements:

    Use a custom date field as a condition in Triggers

    • See if your custom date field is populated (Present, Not present)
    • Compare your custom date to a specific date (Is, Is Not, Before or on, Before, After or on, After)
    • Compare your custom date relative to today (Is within the previous x days, Is within the next x days)

    Set a custom date as an action of a Trigger or Automation

    • Set your custom date field to a specific date
    • Set your custom date field to a date relative to today

    Use a custom date field as a condition in Automations and Views

    • Compare your custom date to a specific date (Is, Before or on, Before, After or on, After)
    • Compare your custom date relative to today (Is within the previous x days, Is within the next x days)

    Hi Simon, 

    While the beta I mention for Alec above allows you to select your Custom Date Field as a column in a View, it sounds like you're less concerned with a specific calendar date than you are with hours since the ticket was created. In your case, you might create a custom checkbox field called "SLA Breach." If the box is checked on a ticket, it means it is past the SLA you promised to the customer. Then you can build an automation that says if hours since created are 4 (or 48 or 96), perform two actions: 1) Assign it to someone or bump the priority to Urgent or do something else to ensure your SLA will be met, and 2) Check the "SLA Breach" box in the ticket. Finally, you can edit your existing views to include an "SLA Breach" column where you'll see an indication that any of the tickets in the view has a breached SLA.

    Hi Olof, 

    Would you mind providing a more specific example of what you mean by "3 calendars"? What exactly are you hoping to accomplish with your SLAs?

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  • Olof Soldatic
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    @Emily - Certainly :)

    1. Office hours: SLA should tick, 30 min response time, 1 hour rolling follow ups (update to customer)

    2. Outside office hours: SLA should tick, 1 hour response time, 2 hours between rolling follow ups

    3. Non Business Critical Hours:
      SLA should NOT tick at all.

    So to get that working as we would like it to work I guess we need 3 calendars to determine what state the ticket is in.

    (I know it is a little off topic but since you asked.. :) )

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  • Olof Soldatic
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    And ofc the hoped achievements are no SLA breaches and happy customers

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  • Simon van de Westerlo
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    Hi Emily,

    The solution you've given is not what i'm trying to accomplish, I want to be able to see on what time and date a ticket would breach the SLA. Not if it has breached it yes or no, but when. (and also sort on that date/time)

     

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  • Colin Piper
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    @Simon, I do precisely what you want with a mixture of Clodset (as mentioned by Olaf) and my own webservice. Cloudset would give you what you need as it adds some custom fields which you can then use to order your views.

    I mention a webservice also and this is because I wanted to create a top down view of tickets based upon multiple fields (in my case Respond By and Solve By), so my webservice takes the values from multiple fields and returns a "Due Date" field that I then order by.

     

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  • Simon van de Westerlo
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    Hello Colin,

    Thanks for your response but Cloudset is a paid for App and I think this - basic - function should be available in ITSM software...

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  • Emily Page
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    Hi Olof, 

    Thanks for clarifying. Currently, Automations offer "hours since" conditions, but these are relative to an event within the ticket, and not relative to the time of day. You do have the ability to choose between business and calendar hours when setting an "hours since" condition. But it sounds like you'd prefer a condition that was "hours since business hours end" and that's not something we currently have. It's a great idea, and one I've seen asked for before in these forums. I found this feature request asking for automations that could check more frequently than every hour. Feel free to add your use case to it (our Product Manager is already in the discussion) or create a new feature request if that doesn't seem to reflect what you're asking.

    Hi Simon, 

    While it's not currently possible to see what time of day the SLA was breached, you aren't the only customer asking for more of a timer around this. Check out this feature request and please lend your use case to it. Our Product Feedback forum is a great place for your ideas to gain visibility.

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  • Brian Minick
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    Is there any update to this? How come we cannot add due dates to things other than tasks? It makes no sense to have to add a secondary "due date" field to views to gain visibility to a due date. The current solution is switching it to a task, simply for a due date field...it throws off our reporting. Has anything changed since the last comments?

     

    Thanks!

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  • Jessie Schutz
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    Hi Brian!

    I don't know if you saw Emily's post above, we rolled out a new custom date field that you can add to any ticket type, not just Tasks. You can find out more about this here: About custom field types.

    Please let me know if you have any other questions!

     

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  • Brenton Henry
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    Hi Jessie,

    I'm trying to accomplish something similar to these forum requests and am having trouble getting tickets to match my conditions. 

    What I want is to create a ticket that is a shipping notification, set a return date in a custom ticket field, then have an e-mail automatically send on the return date reminding them to return the shipment. 

    However, when I try and set "Return date" properties, "today" isn't an option, and "is within the next" "0" days does not return any ticket matches, despite having a test ticket with a return date set for today. 

    Any ideas?

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  • Chrissie Hunter
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    I don't think any of these solution fits our needs, we need to report due dates for all types not just a task and the custom field did not support those needs.

     

    Please advise. 

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  • Jessie Schutz
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    Hey @bhenry! I'm so sorry I didn't get back to you on this! Were you able to get anything figured out, or do you still need help? 

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  • Madison Davis
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    Hi Chrissie! The new custom date field is not reliant on ticket type, so you should be able to use it for any type; could you give a little more detail about what you're looking to do?

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  • Francis Dupont
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    The idea of having Due Date system field available for all ticket types is to use a uniform process to manage the backlog.  

     

    What moderators are proposing here are workaround and this will dilute the information all around.

     

    Why making it complex when it can be simple?

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  • Joel Hellman
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    I have to agree with Francis here. The solution is straight forward enough to imagine, although I cannot speak for implementation.

    The current situation with custom dates and system due dates makes for incredibly contrived and complex workflows and workarounds. We have very good options for adding and using different custom fields today, but the date/time fields are bad by comparison.

    Date & time is obviously very important in customer support and ticketing

    We need a date time field type that:

    • works across all ticket 'types'
    • can be added multiple times, like custom fields
    • contains both date and time information (like the system Due date field), and of course it's up to the user/app to decide if the time part is needed
    • is reportable
    • combines the best of the Due date and the custom dates properties for business rules like macros, automations, triggers and views
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  • Hillary Meek
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    Joel, would you happen to have a status update on this topic? Has it been presented to decision makers? Has it been approved for development?  or even better, can we expect to be dazzled with a pre-Christmas 2016 roll-out? (one can dream :))

    Thank you for whatever information you can provide.

    Best,

    HMeek

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  • Jay Thomas
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    I know this is an old thread, and this feature has been implemented, but I can't get it to generate an email notification.

    I have the following...

    Custom Date = 'Present'

    Custom Date = 'Is within the next' > '1'

    Email User = [myself]

    To me, this would mean, if the Custom Date is present and within the next day, send an email to myself. Any ideas why it's not working?

    Thanks,

    Jay

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  • Jessie Schutz
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    Hi Jay!

    Are you using the Task ticket type for this? Or are you using custom fields? I need to know a bit more about your set up before I'll be able to answer your question.

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  • Jay Thomas
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    Thanks Jessie, I'm not sure why it wasn't working, but it is now.

    Jay

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