Are Due Dates controlled by SLAs in Service Management Cloud?

[Christine Fowkes]

So, I have an Incident in Service Management Cloud that should have been completed yesterday but the technician is working it today. When they try to change the Due Date to today, it keeps setting it back to yesterday. Any thoughts??

[Dirk Ronsmans]

Hi @Christine Fowkes ,

Due date is not directly linked to the SLA's, the SLA's merely count down based on the specific  conditions and goals.

I would suggest looking at the automations of the project and see if there is any calculation going on there that set's the due date (perhaps based on the priority or something) which will then of course reset it each time you try to change it as the parameters it depends on aren't changed.

But in short, SLA's should not impact the Due Date