9 Replies Latest reply on Dec 12, 2016 6:53 PM by posborne

    Resolution Target / Escalation Watch is not stopping when Status is Resolved

    posborne Apprentice

      We have noticed recently that when a Task Assignment is completed and the Incident is set to Resolved status (automatically), the 'Resolution Target' / 'Escalation Watch' continues to run until the Incident is manually Closed or manually set to Resolved.



      This ticket was set to 'Resolved' status on 10/3/2016 1:32 PM, but the 'Resolution Target' on the left still counts down.

      If we check the 'Escalation Watch' tab for this ticket, it shows that the 'Incident - Resolution - 5 (Priority)' is set to Run.


      The Escalation Schedule (Incident - Resolution) also shows the following: