A response or resolution due date should be scheduled for each request. The requester will be informed about this due date. Due date is specified by technical support department.
The solvers should have either resolved the request by the due date, or specify a new resolution due date and inform the requester accordingly, including the reasons if possible.
The due date for resolution is usually specified by the solver, but it can be specified already by the operator. The procedure is as follows:

Go to the list of requests, right-click on the request for which you want to specify or edit the due date and select the Due date command from the context menu.
A window will open where you can enter the new due date. You can provide any reasons for the due date change in the Note field. Click on OK to confirm the due date.
An e-mail message will be sent, informing the requester about the due date change. The due date change will also be recorded in the Request Log.

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