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Re-calculate Due date on tickets if the State age is updated.

Question asked by ds0101 on May 3, 2018
Latest reply on May 11, 2018 by Shyam Raj

We have a policy in place that L4 vulnerabilities need to be closed within 90 days. The policy is working correctly and it assigns the due date to the ticket and all is well when a QID is resolved. However, if for whatever reason a ticket/QID is resolved and then it is re-opened the due date does not get updated. 

 

As you can see in the below screenshot, ticket 22933 was created 136 days ago, the ticket was closed at some point and then was re-opened 3 days ago. This change should have update the due date with a new date in the future since the ticket has only been open for 3 days and is no longer due based on the 90 day policy. Any way we can correct this?

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