Alert Stages being met? 1

[TudorSmith]

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!!!

 

[dx111ge]

two ways .... check the fc problem.alerts ( or problem.?categoryname?.alerts
in problem management -> security -> category check the settings

 

[TudorSmith]

That worked a treat! Just what I was looking for. Thanks

Birklea birklea ~©¿©~ <><
I know what I know...don't presume that I know what I don't! Smithism!!!

 

[TudorSmith]

Help!

It's not working! I have removed all of the alerts for every single category, and yet, still the system is &quot;resolving&quot; tickets that belong to the &quot;FIXTURES AND FITTINGS&quot; category. This seems to happen in the dead of night, and always updated by &quot;problem&quot; instead of a user.

Can you help further?

How do I drill down and find out how the events either work, or are set in place?

birklea birklea ~©¿©~ <><
I know what I know...don't presume that I know what I don't! Smithism!!!