CA Service Desk Manager (CA SDM) Priority 1 tickets are triggering notifications continuously - how can this be prevented?

Document ID:  TEC1416407
Last Modified Date:  07/12/2017
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Products

  • CA Service Desk Manager

Releases

  • CA Service Desk Manager:Release:12.9 CA SDM
  • CA Service Desk Manager:Release:14.1
  • CA Service Desk Manager:Release:17.0

Components

  • UNICENTER SERVICE DESK RXX:USRD
  • Svc Desk Email:SDMAIL
Question:

Is there a way to either disable the continuous notifications that are sent out for Priority 1 tickets in CA Service Desk Manager or cause them to be sent less often?

Environment:
CA Service Desk Manager All Supported Operating Systems
Answer:

1. Log into CA Service Desk Manager using a user with Administrator rights. From the Administration tab go to the "Service Desk" section, expand it, and select "Service Types" 
2. Open "Priority 1 Resolution" 
3. From here, open the "Priority 1 resolution status" and "priority 1 resolution alert" Events. These events are designed to trigger every 15 minutes and 30 minutes, respectively. You may either edit the Events to increase the delay timer (which will delay how often the notifications are triggered) or disable them completely.

If the event is currently associated to a ticket in CA Service Desk Manager it may still continue to trigger, but any new cases will receive the updates performed.

Additional Information:

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