How can I get tickets submitted on a Friday to automatically have a due date of Monday?

Question

How can I get tickets submitted on a Friday to have a due date of Monday automatically?

Answer

You can set an automatic due date by implementing a workflow rule which sets the due date to be one business day from the Create Date.

To do so, perform the following steps:

  1. Navigate to Autotask menu > Admin > Automation > Workflow Rules > Workflow Rules > New.
  2. In the General tab, name your workflow rule.
  3. Under Events, select When a ticket is created by anyone.
  4. Under Updates, select Due date is 1 business day from Create Date.
  5. Go to the Notification tab, and select the resources you want to notify.
  6. Make sure to select a Notification Template at the bottom of the page.
  7. Save and close your new workflow rule.