Scripting

I am trying to understand how the WaitingOverdue custom ticket rule works and it appears that it looks back to the ticket open date/time rather than the date/time that the Waiting On Customer status was last applied.

Am I correct?

We had an issue where a ticket just went from Waiting On Customer to Overdue and closed in 2 days rather than the set 7 days (Waiting to Overdue) and then 2 days (Overdue to Close).

I think it looks at any Status where the State is STALLED?

Just trying to understand so it can be explained properly.

Here is a chunk where I believe this is being calculated.

                if((datediff(DUE_DATE, now()) = 0), 2, if((datediff(DUE_DATE, now())<0), 1, 3)) as SORT_OVERDUE_STATUS,

                if(unix_timestamp(TIME_OPENED) > 0, TIME_OPENED, 1<<62) as SORT_TIME_OPENED, 

                if(unix_timestamp(TIME_STALLED) > 0, TIME_STALLED, 1<<62) as SORT_TIME_STALLED, 

                if(unix_timestamp(TIME_CLOSED) > 0, TIME_CLOSED, 1<<62) as SORT_TIME_CLOSED, 

                if(unix_timestamp(ESCALATED) > 0, ESCALATED, 1<<62) as SORT_ESCALATED,

                if(unix_timestamp(HD_TICKET.CREATED) > 0, HD_TICKET.CREATED, 1<<62) as SORT_TIME_CREATED, 

                if(unix_timestamp(HD_TICKET.MODIFIED) > 0, HD_TICKET.MODIFIED, 1<<62) as SORT_MODIFIED,

                if(unix_timestamp(HD_TICKET.DUE_DATE) > 0, HD_TICKET.DUE_DATE, 1<<62) as SORT_DUE_DATE,