It seems to me that a due date is being entered because that is the date something is due. Whether that's the start date of a new employee, or a request needing to happen prior to a conference or meeting date. As a result, that's a pretty important date, but I can't see any way to escalate if a service request is not completed by that date? Is there anything I'm missing in SLA or Automations that would accomplish this behavior?
Thank you for your feedback! Today this is not available, and the due date is strictly for informative purposes. I have submitted this request to our product team on your behalf.
Some customers will handle this situation leveraging SLAs. Specifically the time to resolution. Based on the type of request, you can set the criteria for when you expect a ticket to be completed. If a service request doesn't meet the timing you specify, then you can escalate to another group, bump the priority, etc!
I hope that helps!
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