5 Replies Latest reply on May 9, 2016 11:15 PM by Florian Habl

    Escalation exception not working

    Florian Habl Apprentice

      Hi all,

       

      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?