What causes the colour of the ticket number to turn to orange immediately the ticket is logged. Should it not change to orange as a warning that the ticket is about to violate?
This is because you have the ttv_highlight option turned on.
Highlights a ticket in a list if the ticket has a Time to Violation value set to start by a certain time. The default highlight color is a pale yellow.
The ticket number is highlighted only if one of its Time to Violation values is less than the date/time specified by the Timespan, "TTV_THRESHOLD". By default, this Timespan is set to show tickets with Time to Violation values less than midnight of the current day, for example, "today". You may modify this Timespan to any value.
This option only affects ticket list forms on the web interface client. It applies to lists of Requests, Issues, Change Orders, Incidents, Problems and Tasks. It's an option because the Time to Violation value is stored in a database table separate from the ticket, and requires an extra database fetch *for each row displayed*. Given this extra DBMS activity, installing this option may increase the load on your database so that performance may be affected.
You can tune TTV_THRESHOLD to be shorter or disable this option.
Thank you Cristi. I tried your suggested solution and created a test ticket. I think it worked. The initial ticket colour is not longer orange but blue. I want to wait until it violates and changes colour then I will know the solution works.
Thank you once more for your assistance
Retrieving data ...