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Service type events are not cancelled when Priority is escalated

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Article ID: 236795

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

Service Type events associated with escalating of Priority is not getting cancelled even after the ticket is closed.

Steps:

1. Create 2 Service Types and associate them to 2 different Priorities. Service Type 1 - Priority 2 Resolution to Priority 2 and Service Type 2 - Priority 4 Resolution to Priority 4.

2. Create a New Incident with Priority 4, Service Type 2 - Priority 4 Resolution is attached to the ticket.

3. Now escalate the ticket by changing the Priority from 4 to 2. Service Type 1 "Priority 2 Resolution" is associated to the ticket and events related to Service Type 2 "Priority 4 Resolution" are cancelled.

4. Now close the ticket, the events of Priority 2 Resolution are still active and in pending status, are not cancelled.

 

Environment

Release : 17.3

Component : SDM - Other

Resolution

This is a known defect and is currently under investigation by the Engineering team with defect id - DE63440
Kindly raise a case with support to know the status of the Defect.