Due Dates Overview

A due date is an estimated completion time for an individual request and can be moved around based on prioritization and available resources. Due dates can be set automatically, based on the category's Service Level Agreement (SLA) or they can be set manually as requests come in.

Organizations can track response time by setting up a SLA for different types of services. This helps to benchmark and establish goals for responding to specific types of requests. If your SLA for potholes is 7 days, it means that you hope to resolve potholes within 7 days on average. This is great for measuring success in aggregate, but it doesn’t help you to plan and prioritize individual requests.

Change Due Date

1. To change the due date associated with an issue or set of requests to a specific date on the Requests tab, select the Requests and click on Change Due Date.
2. From the Request detail page, click Change Due Date from the action buttons.
3. When Change Due Date is selected, a field will populate. By clicking in the field, a calendar will show up and select a date from the calendar.

Filtering Requests by Due Date

1. The menu of the Requests tab allows you to search and filter requests created in your organization based on a number of qualifiers including Due Date.
2. Clicking on the Due Date Start Date and End Date on the brings up a calendar pop-out window that allows you to select dates to bound your search.
3. After selecting a date range, all Requests with a due date between those dates will appear on the screen.

Helpful Tips on Due Dates

• Due dates are adjustable even after they have been set.
• Moving a due date will record as an internal comment on a request.
• Due dates can be moved by Owners and Managers, but not Internal Personnel.
• A Due Date column will replace the SLA (Service Level Agreement) column on the requests page.
• Both SLA and due date will be visible on the single issue page.
• Due dates can also be added manually and used without SLAs set.