CA Service Desk Manager (CA SDM) Priority 1 tickets are triggering notifications continuously - how can this be prevented?

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Is there a way to either disable the continuous notifications that are sent out for Priority 1 tickets in CA Service Desk Manager or cause them to be sent less often?

Environment

CA Service Desk ManagerAll Supported Operating Systems

Resolution

1. Log into CA Service Desk Manager using a user with Administrator rights. From the Administration tab go to the "Service Desk" section, expand it, and select "Service Types" 
2. Open "Priority 1 Resolution" 
3. From here, open the "Priority 1 resolution status" and "priority 1 resolution alert" Events. These events are designed to trigger every 15 minutes and 30 minutes, respectively. You may either edit the Events to increase the delay timer (which will delay how often the notifications are triggered) or disable them completely.

If the event is currently associated to a ticket in CA Service Desk Manager it may still continue to trigger, but any new cases will receive the updates performed.

Additional Information

Documentation on Events: https://docops.ca.com/ca-service-management/14-1/en/administering/administering-ca-service-desk-manager/macros-and-events/event

Documentation on Service Types: https://docops.ca.com/ca-service-management/14-1/en/administering/administering-ca-service-desk-manager/manage-service-type-and-service-type-events