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

Document ID : KB000008643
Last Modified Date : 14/02/2018
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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'

Service Desk Manager 12.9 / 14.1 / 17

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


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