Alvao Service - Incoming message rules: Create ticket in different service - no SLA for requester - Wrong service name in the received email
This article is about product releases
ALVAO Service Desk 11.1 and higher
Symptoms
User recieves email about not having a SLA for a service, but the service name is wrong.
Cause
The cause is using wrong service ID
Solution
Fix planned for release 25.3 RTM (code freeze 2025-08-25; 2025-09-25)
Workaround
-
Steps to reproduce this behavior
Having a service with a child service, user have SLA for the parent service, but not for the child service.
Rules for incoming message is set to create a ticket in the child service with some condition.
User sends an email to the parent service that meets the condition -> recieves email about not having a SLA for the service.
Attachments
Issue number
T179794ALVAO