we have special Incidents for an external partner. Incidents created in HEAT, communication per Mail.
Ticket created in Heat -> automatic Mail to the Partner -> Waiting until the partner resolved the incident and writes an e-mail with the resolution to the system.
I would like to disable the escalation schedule for these Incidents. They have one special Service. I created an exception in the Incident Resolution schedule for this Service.
No Action should run on breach, but this exception is not working. Why?
Could anyone help me please?