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

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Article ID: 8643

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Updated On:

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'

Cause

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

Environment

Service Desk Manager 12.9 / 14.1 / 17

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