We have a problem affecting our main Incident process since we upgraded.
Since 7.3.1 certain status escalations no longer work for us as they used to (because we are told that from 7.3.1 escalations no longer trigger if the clock is stopped) so I'm looking for ways around this.
Basically we want to be able to trigger an email notifcation/colour change when we move to a status such as "Agreed Resolution". This all worked fine up until 7.3.1 but as these statuses stop the clock the escalation points simply don't kick in anymore.
We can't seem to think of any way around this.
An example of the process goes:
Status = In Progress > Action = "Agreed resolution" > Automatic Action = "Stop Clock" > Status = "Agreed Resolution"
We had an escalation point set against entering the status "Agreed Resolution" to kick in at 0% and trigger emails, colour changes etc.
Any advice gratefully accepted... - Adam.
(Also - does anyone know if it's possible to change the Response Level via process?)