WebApp - Administration - Service Desk - SLA - SLA - Alert rules - Alert rule: WA - SD - Ticket - The alert for a ticket not being resolved is computed incorrectly
This article is about product releases
ALVAO Asset Management, ALVAO Service Desk 10.0 and higher
Symptoms
The ticket solver responded to the requester. However, notifications that the ticket has not been resolved are still being sent.
Cause
The cause is a bug in ALVAO products.
Solution
Fix planned for release ALVAO 27.1 (Q1 2027)
Workaround
-
Steps to reproduce this behavior
The requester only has the secondary email address, not the primary one.
Attachments
Issue number
T208165ALVAO