Why has the Incident/SR due date been changed automatically ?

The due date is calculated based on the configured SLA (Tools / Options menu), however this date can be recalculated automatically according to certain actions/changes:

• Service hours
• Holidays: adding, deleting or modifying
• Enabling SLAs
• Priority: Change to SLA characteristics
• SR Type / Incident Template: Modification to SLA characteristics
• Site: Modification to SLA characteristics
• Changing the Start Date of an Incident-related Meeting
• A change to an Incident/SR property:
• Type: Incident vs SR
• Template / Type of SR
• Opened date
• Status: Reopen, desuspension (Reactivate action)
• Incident Priority
• Incident Site

Via the Tools / Configuration Change journal menu it is possible to identify when and by whom the changes were made.

What you need to know  :  

The recalculation of the due date, including those in the past, is done on all open Incidents/SR. Therefore, SLA breach notifications may be sent again because past notifications are already deleted from the database.