Due by time is the duration of time in which a ticket must be settled without the infringement of the service level violation (SLA) policy. Automatic systems are kept in place to send an alert email to the manager if a ticket is not rectified in time.
The due by time of a ticket is placed right next to it. The due by time of a ticket can be changed provided that the customer is happy with it. ‘Response due’ tickets are those that violate the response time, while ‘Overdue’ tickets are those that violate the resolution time. This way, employees can use filters to know which tickets need to be resolved.Back to Glossary
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