We want to have a feature where the due date and time automatically set when a user creates a new ticket based on priority set.
You can do this with automation rules:
I tried this process, and for the most part, if no due dates are set, the automation rules work for setting due dates. However, there is not an option to set a due date that will be within business hours. The days option will set dates for Saturday and Sunday (outside of our business hours). Also, if a ticket is created with the priority set, and a specific due date, it will be changed to the default due date. This is no condition test to verify if the due date is "set" or "not set". This work around has it's limitations, but helps eliminate the total absence of due dates, but not ideal.
On other thought I forget to mention. I found when testing rules, that due dates can only be set to days/weeks. I was hoping to set Critical Priority tickets to be due within 8 hours. I wasn't able to find a way to update the due date for x number of hours.
