Leaving Default Duration blank in Queue Details

[JuliaPh1]

Hi,

Hoping someone can tell me if I'm totally mis-remembering.

We, like many customers, use request queues and convert those requests (Issues) to Projects, often using Status Keys to tie requests to their respective Projects. I am 90% sure that I used to be able to clear out the Default Duration in the Queue Details area so that Issues submitted to that queue do not automatically get a Planned Completion Date (thereby eliminating unwanted late reminders for those Issues that are open pending their Project's completion).

It seems that with recent UI updates, it's now not possible to hit backspace in that field to clear it out, as saving it just puts the default of 1 Day back into the field. Now users are getting email reminders about late Issues that ideally wouldn't have a Planned Completion Date.

Can anyone confirm whether I'm remembering this correctly? I did open a Support ticket but they weren't sure that it used to operate this way, and said I'd have to submit an Idea. How else do you handle Planned Completion Dates of Issues tied to converted Projects, other than manually updating the date?

Thanks!

Julia

[skyehansen · Accepted solution]

I think it's always been that way, as far as I know. "Fresh" queue details start out with 0 but if you ever put a number in there, you can't ever get back to the zero state. The obvious workaround would be to create a fresh queue. I'll bring up again that one of the best practices I can recommend is to always keep your queue empty and always route the issues to a different project. This way if you have to cleanse your queue for any reason you're not re-homing issues. (conversely if you're able to, you can create a new queue, set it to zero, and then route the issues into the existing project, which you can remove from the queue list.)

[skyehansen]

(edit to add that you can also insert queue topics with zero duration to prevent anyone using the queue details duration)

[AmyReilly]

Hi @JuliaPh1 , I agree with your recollection.  We had a few cases where our default was set to one day, and I was able to go back in and set those to "blank" or 0 so that there was no planned completion date generated.

[KatherineLa]

I just tested this in one of my queues, and if I set the Queue Details to 0 days, and then remove everything from Duration in the Queue Topic configuration then I do correctly get the expected blank Planned Completion Date on something for that topic. 

I'm also slightly miffed I never thought of this, I've got a few queues to go update now...