After setting Incident status to 'Resolved', the SLA events continue being executed

Products

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

Issue/Introduction

After set a Solution to an incident, all the SLA Events continue occurring for that case, including 'Set SLA Violation', 'Change Priority'

Customer doesn't want that the events keeps occurring after ticket is set with status 'Resolved'

Environment

Service Desk Manager 12.9 / 14.1 / 17

Cause

By design the status 'Resolved' is not checked to Interrupt SLA Events on the Tickets

Resolution

1. Go to Administration > Service Desk > Request / Incident / Problem > Status

2. Edit the status 'Resolved'

3. Check the 'Stop Service Type Events and Targets?' box

4. Save it