You can set a default Response Time Limit and Due Soon Reminder for your entire organization to ensure that no requests are forgotten. Based on the default response time limit, icons will display within the application indicating if requests are due soon (a yellow flag icon) or overdue (a red triangle with an exclamation point icon). These icons are only visible to staff and not the general public. In addition, email reminders will be sent out notifying assigned staff when requests are due soon and overdue.
Important Notes
Only Administrators (Admins) can change the default response time.
For more information on how to change an individual request's due date, review the Change the Due Date section of the Add and Manage Tasks article.
Request fulfillment is due by 11:59:59 PM local time on the due date.
Due Soon requests are marked by yellow flag icons.
Overdue requests are marked by red caution icons (red triangle with an exclamation point).
Due Date Calculations
Calendar Days
Every day, including weekdays, weekends, and holidays, counts towards the due date.
If a request is submitted by a requester at 5:00:59 PM local time or earlier:
The date of submittal is Day 0. Day 1 is the next day.
If a request is submitted by a requester at 5:01:00 PM local time or later:
The date of submittal and the following day are both Day 0.
Day 1 is the day after the following day.
If a Staff member submits a request, while logged in as their Staff user, on behalf of a requester, they can select the Date received, which is Day 0. Day 1 is the next day.
The due date extends through 11:59:59 PM local time
Modified Calendar Days
Every day, including weekdays, weekends, and holidays, counts toward the due date. If the due date falls on a weekend or holiday, though, it will automatically be shifted to the next business day.
If a request is submitted at 5:00:59 PM local time or earlier:
The date of submittal is Day 0.
Day 1 is the next day.
If a request is submitted at 5:01:00 PM local time or later:
The date of submittal and the following day are both Day 0. Day 1 is the day after the following day.
If a Staff member submits a request, while logged in as their Staff user, on behalf of a requester, they can select the Date received, which is Day 0. Day 1 is the next day.
The due date extends through 11:59:59 PM local time
Business Days
Only non-holiday weekdays count toward the due date.
If a request is submitted at 5:00:59 PM local time or earlier:
The date of submittal is Day 0 as long as it is a weekday, non-holiday.
If it is, Day 1 is the next business day.
If the date of submittal is not a non-holiday weekday, the next business day is Day 0 and the next business day after that is Day 1.
If a request is submitted at 5:01:00 PM local time or later:
The first weekday, non-holiday after the date of submittal is Day 0. The first weekday, non-holiday after that is Day 1.
If a Staff member submits a request, while logged in as their Staff user, on behalf of a requester, they can select the Date received, which is Day 0. Day 1 is the next business day.
The due date extends through 11:59:59 PM local time
Set a Response Time and Time Limit
Who can use this feature?
Sign in to your portal
On the Admin drop-down menu, click Portal Settings
Click Due Dates in the left-hand navigation menu
Select the Due date calculation type that applies to your organization
How do you calculate request due dates?
Calendar days: Every day, including weekdays, weekends, and holidays, counts towards the due date.
Modified Calendar Days: Same as calendar days, but shifts weekend/holiday due dates to the next business day.
Business Days: Counts all weekdays, except holidays.
Shift start date to first valid business day: Check this box if you want the due date calculation to begin on the first valid business day after the request is submitted. This applies regardless of your due date calculation choice.
Example: If the checkbox is selected, a request that is submitted on a weekend or holiday will not start counting toward the due date until the next valid business day, even if you have Calendar Days or Modified Calendar Days as your selected due date calculation.
How many days until due: Enter the number of days staff must respond to a request.
How many days before the due date do you want to send a reminder: Enter the number of days before the due date that staff should be reminded that the request is due (both by specifying in the application and sending a reminder email).
What time do you want reminder emails to be sent out: Select the preferred notification time (1:00 AM and 2:00 AM are disabled due to daylight savings time in a 24-hour format)
Click the Save button
