We’re setting up IIQ and I’ve noticed that I’m still receiving SLA due date email notifications on our test tickets even after they’ve been resolved. Not sure if this needs to be an SLA rule or a notification setting. Is there a way to close out the SLA on resolve? I haven’t found a solution by searching through the Community and KBs.
Thanks.
Hi MHartman 6630b29 tsd. After a review, we found that emails were being sent because of the Due Date and Reminders. Although the ticket was resolved, the email was sent based on the Due Date and Reminders. I would suggest creating a Ticket when “Resolved” rule to remove the due date when resolved.
I’m surprised that removing the SLA isn’t built into the Resolve Action automatically. Seems like a big miss in development.
MHartman 6630b29 tsd Thank you for the feedback. An enhancement request has been submitted.
New update: after further review this issue was determined to be a bug. Thank you for bringing this to our attention. We are working to resolve this now however, please utilize the above workaround
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