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SD - Requests - SLA alerts for solver group are sent to every member of every solver group within the service

This article is about product releases

ALVAO Service Desk 11.0 and higher

Symptoms

SLA alerts for solver group are sent to every member of every solver group within the service.

Cause

The cause is an error in ALVAO products.

Solution

Fixed in release 11.1.2039 - 11.1/SP1 (2023-09-14)

Workaround

-

Steps to reproduce this behavior

  1. Service has multiple solver groups.
  2. SLA has an alert rule. Recipients are members of solver group.
  3. A request is created in that service with that SLA.
  4. The request is assigned to a solver group. Solver remains empty.
  5. When the alert is sent, it is sent to every solver of every solver group within the service.

Attachments

Issue number

T140820ALVAO

 

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