Tickets, Due Dates and SLA Problems

Everything appears overdue

Check ticket Due date/time values and SLA policy targets. Very short SLA minutes can cause new work to become overdue quickly.

Wrong working-time calculation

Check Business Hours and especially the configured Timezone.

Ticket is unassigned

Assign an Employee and/or Team/Department according to your workflow. The Unassigned queue intentionally includes tickets without an Employee assignment.

Automation changes unexpected fields

Review Automation Rules in Order. Check the event, condition, condition value, action and action value for overlapping rules.

Long-term tickets

For work that should remain active for weeks or months, use an appropriate future Due date rather than leaving an accidentally short deadline.