The Service Requests are sending reminders to customers even when the Status was never "Waiting for customer"

Version 1

    Details

    The Service Requests are sending reminders to customers even when the Status was never "Waiting for customer"

    The reminder seems being sent by the Escalation Service, as the Escalation Watch shows both "ServiceReq - Waiting" and "ServiceReq - Delivery" in "Run" state. The Status of the Service Request is "Approved"

    The "ServiceReq - Waiting" is configured by default, having "Approved", "Submitted" and "Waiting for customer" with clock action "Run":




    Resolution

    Please correct the issue following these steps:

    1.- Open the Escalation Schedules, and then "ServiceReq - Waiting"
    2.- Click on Edit Schedule
    3.- Change the "Clock Action" for "Approved" and "Submitted" to "Pause"