Exclude certain status IDs from being overdue (for example if you had…

… statuses for scheduled, on hold, etc.)

include/class.ticket.php

@@ -2913,6 +2913,10 @@ function checkOverdue() {
                 ON (status.id=T1.status_id AND status.state="open") '
             .' LEFT JOIN '.SLA_TABLE.' T2 ON (T1.sla_id=T2.id AND T2.isactive=1) '
             .' WHERE isoverdue=0 '
+            .' AND status_id <> 6 '
+            .' AND status_id <> 7 '
+            .' AND status_id <> 9 '
+            .' AND status_id <> 10 '
             .' AND ((reopened is NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),T1.created))>=T2.grace_period*3600) '
             .' OR (reopened is NOT NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),reopened))>=T2.grace_period*3600) '
             .' OR (duedate is NOT NULL AND duedate<NOW()) '