Hello everyone.
We are trying to implement Zammad in our daily workflow and now we noticed a little issue. In other ticket-systems, you can add a “Deadline” to a ticket. If this “Deadline” is reached, it will inform the owner about the deadline and will move the ticket into a folder like “Deadline reached”.
Here in Zammad, i added a custom object to “Ticket” called “Deadline”. It’s a Date and time value and i would like to add a overview and a trigger to add tags to the ticket. But there is no option to set “If Deadline is before current date”. You can only set a specific date and time, no dynamic one.
Is there any other way to edit a ticket, if the deadline is reached or am i missing something?
Hello craeckor,
please have a look to the SLA-section in the admin-menu.
You’re welcome!
Okay, i think you mean the “Solution Time” option but sadly, that’s not exactly what i want. The problem here i have, is, that a customer should be able to set a deadline. With a SLA, you can set a global deadline for all tickets and this deadline will always be the same for the tickets selected by the Ticket Selector but not a individual deadline for each Ticket that gets created by our customers.
Never mind. I think I’m blind. I just discovered that you can set if deadline after (absolute) or if deadline within next (relative) and then you can set like 1 hour and set the solution time to 1 hour and then, it will eventually move to escalation tickets.