As a production member,
I want tickets created for orders to have different due_dates than questions,
So that I don't get spammed with email while the samples are being processed in the lab.

Work impact

Freshdesk have settings for first respones due by and resolution time, which starts counting when the tickets is opened, and flags + notifications appear when the due date approaches or is passed. Since order tickets need processing in the lab we cannot apply the same SLA settings to these compared to questions sent in by the customers.

Answer the following questions:

• Is there currently a workaround for this issue? If so, what is it?
  • Accept a lot of emails
• How much time would be saved by implementing this feature on a weekly basis?
  • Clearer freshdesk interface and inboxes lead to more efficient work
• How many users are affected by this issue?
  • Prodbioinfo and lab
• Are customers affected by this issue?
  • No

Acceptance Criteria

• Orders with max(case.priority) == Express have fr_due_by and due_by set to 7 days ahead
• Orders with max(case.priority) == Priority have fr_due_by and due_by set to 14 days ahead
• Orders with max(case.priority) == Standard/clinical_trials have fr_due_by and due_by set to 21 days ahead
• Orders with max(case.priority) == research have fr_due_by and due_by set to 60 days ahead

Notes

• Additional information.
• Dependencies.
• Related user stories.