The “Resolve By” Field display Blank in Overview

Description:

The field "Resolve By" field display blank.

Question

Why some values for the field "Resolve By" aren't brings value?

Answer

This technical document should explain to you why do you have this symptom described below in your system.
Some values for the "Resolve By" (Ticket Center -> Overview) field could displayed blank; as in the below image.
 
 
 
This behavior could shows; even though if do you are logged into the system as Admin; it is means…doesn't matters who is logged.
In this field, do you could check the date that when this Ticket/Service Request/Change should be done before breach the SLA associated.
If do you goes into the target details (could be Ticket/Service Request/Change); do you check the value in the "Due By" field should be match with the "Resolve By".
 
 
 
Why in some cases this value wasn't there? This occurs because the metrics associated with the target SLA.
The current product version populates the "Resolve By" field based on the SLA Resolve/Closure violation threshold targets; adding this information we have totally 6 metrics for handling the resolve/closure.
So, we wouldn't be able to populate the "Resolve By" field for the other SLA metrics like "Request Holding time", "Response Time" or "Customer communication".
These metrics are meant to measure the group's performance and not guarantee the ticket resolution by their threshold time.
For that reason; this behavior will occur if do you are in this conditional.
 
Keywords: Resolve; blank; Ticket Center