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How can I change this? 12 days does not reflect the options set up in the SLA (I left them at their default values). Also, is it possible to specify when a single ticket is due by changing its date? Thanks.

Hi Roberto



Default SLA for Low Priority tickets is 3 days and business hours are also taken into account when Due by time is calculated. Hence you are getting this as 12 days.



If you don’t want to include the Business Hours as well, you may chose the option – Override business hours.



Also, we are working on an option to modify the Due by date/time and will be available soon.



Thanks and regards,


Vijay

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