TudorSmith
Programmer
Currently running SC3.0 sp5
Our problem tickets are being automatically updated by the system when alert stages are met. This in itself is fine, but the problem is, the alert stages are changing the status of the ticket. For instance, a ticket might be "OPEN", but when the alert stage 1 is reached, the problem.status changes to "Work In Progress" or even worse it changes to "Resolved". If an alert stage is met, I'd like for the ticket to retain it's original status!
I have turned off the SLA module we have, because it is not in use anyway. I did this thinking it would help! Nope! No joy there. Also, I have considered removing all references to alert stages but considered this to be a less viable option.
Can anyone give me some clues as to how I can:
a) View the alert configuration
b) Amend how the alert changes the problem.status of a ticket
Many thanks
birklea birklea ~©¿©~ <><
I know what I know...don't presume that I know what I don't! Smithism!!!
Our problem tickets are being automatically updated by the system when alert stages are met. This in itself is fine, but the problem is, the alert stages are changing the status of the ticket. For instance, a ticket might be "OPEN", but when the alert stage 1 is reached, the problem.status changes to "Work In Progress" or even worse it changes to "Resolved". If an alert stage is met, I'd like for the ticket to retain it's original status!
I have turned off the SLA module we have, because it is not in use anyway. I did this thinking it would help! Nope! No joy there. Also, I have considered removing all references to alert stages but considered this to be a less viable option.
Can anyone give me some clues as to how I can:
a) View the alert configuration
b) Amend how the alert changes the problem.status of a ticket
Many thanks
birklea birklea ~©¿©~ <><
I know what I know...don't presume that I know what I don't! Smithism!!!