Further Builder Changes

New Due Date Method

A new due date method 'Fixed day of fixed month of work item start year' has been added which is available for both Cases and Tickets. It sets a specific day, month and year.

It is different to the already existing 'Fixed Day of Fixed Month' due date by taking the year into consideration.

For example if the month and day configured using a 'Fixed day of fixed month' due date method on a Case/Action/Ticket is earlier than the work item's start date, then the system will assume that the Case/Action/Ticket is due in the following year. For example, if the fixed day of fixed month value configured in the due date of a Ticket is 14th March 2022 but the Ticket's created/start date is 16th July 2022, then the system will assume that the Ticket's due date will be 14th March 2023.

However the 'Fixed day of fixed month of work item start year' due date method will set the due date of the work item as the same year as when the work item get started. For example, if a Ticket's due date is 14th March 2022 but the Ticket gets started on 16th July 2022, then the system will assume that the Ticket's due date is the same year as when the Ticket was started, so it will assume that the Ticket's due date is 14th March 2022.

Updates to Ticket Templates

Additionally, default Ticket acknowledgement email templates will no longer include a description, they will only include a reference and title of the Ticket that has been created. Note that this will only occur for Ticket acknowledgement templates that have not been edited (i.e. the template has no 'last modified on' date).