Due date in incident field is empty

[Codi]

Hi Guys,

I encounter some issues with the due_date field in incident form. The ticket is created with the due date field is empty even though it generated an OLA or Underpinning contract. And I noticed that it only happens if the ticket doesn't have an SLA, may I know if it is normal that the due date field populate value if the ticket triggered an SLA. If yes is there any documentation that helps me understand more on how the due date field in incident form works.

Thanks in Advance

[Tony Chatfield1]

Hi, testing in a PDI I do not see incident.due_date field populated when an incident (with SLA) is created, so this may be a local customization. To investigate I would start by reviewing after insert BR's on task_sla table, or run a code search from studio for 'due_date'.