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KACE Product Support Question


Due date wont set properly when changing Priority with a rule

09/24/2020 137 views

Im trying to implement an SLA that works off of Impact.  I did a wizard rule that says if Impact = x then set Priority to Y.  However, the due date is not correct.  Everytime a ticket is saved it goes back to what appears to be the default priority due date of low. So I presume KACE uses like a timestamp or something and it occurs after the rule runs or something like that.  

Anyone know what Id need to do in a custom rule to make this work?  I assume now that I think about it the rule runs last.. so the SLA looks at last known priority and sets the due date.  However even if I resave the ticket again with the proper due date its a no go which leads me to believe it looks at HD_ticket_change.

I can't win with kace. 

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Ill answer my own question. In the rule there is a checkbox which says recalculate due date. Ive seen it so many times I ignored it. KACE WIN!

Answered 09/24/2020 by: barchetta
Senior Yellow Belt

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