I need help please
I created a business rule to update the priority if the due date is before certain hours, however the system also updates the expected due date. In the configuration for each priority, there's a field to default the expected due duration and they're set to 00:00:00. So, when a tech opens a ticket, they select/define the due date. When the business rule fires off, it successfully updates the priority, however it's also updating the due date based on the hours of the priority's duration. In this case, it's clearing the due date field.
Is there a way to turn off the defaults in each priority to prevent from updating the due date?
Thanks for looking and thanks for all your help!