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Cannot close out ticket on same date as due date

Max Larsen

My team is finding that the Due Dates fields are causing some issues when closing a ticket.

****For example, if a ticket has a due date of today, and they go to close a ticket today, the workflow is preventing them from closing the ticket until they move the due date out by one day.****

For example, if my ticket has a due date of 2/2/2021, and I try to close it on 2/2/2021, it will error out and require me to change the due date to 2/3/2021.

Any assistance is much appreciated.

Accepted answers

Kian Stack Mumo Systems

@Max Larsen,

When you say that it's preventing them, what do you mean? An error is thrown during the transition?

That sounds like a workflow validator was set up to prevent people from closing if the due date has already passed.. I'd check the workflow and see if you can take that validator out.

Thanks,

Kian

All comments

Kian Stack Mumo Systems

@Max Larsen,

Max Larsen

@Kian Stack Mumo Systems Thank you! I've gotten there, but unfortunately when trying to move the workflow. The time stamp is saying "Due date isn't greater than or equal to (15/Feb/21 6:33 PM)," It is currently 1:33pm.

For some reason that time stamp is 5 hours ahead. Any guidance with that?

Thank you again

Kian Stack Mumo Systems

Check your default timezone settings?

Underneath Settings > General Configuration you can see what that is.

Screen Shot 2021-02-17 at 12.50.44 PM.png

Max Larsen

@Kian Stack Mumo Systems

Right, have done that. It's in New York time (located on east coast). That doesn't seem to be the problem for some reason

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