We have marked some of the incidents as 'close' from database, but still user & assignee getting mail notification & SLA is running for those incidents. Can anyone please tell how to stop SLA for only those tickets.
Thanks in Advance!
The issue is probably because you are updating the ticket status, but leaving the active_flag still set to 0 (active). You need to also update the active_flag and set it to 1 (inactive).
close bulk tickets with comments in CA service desk r12.7.
Any reason you chose to go the SQL route and not use the OOTB 'Edit-In-List' or 'Auto-Close' features?
Hi.As Brian already pointed to, only when changing data through the object layer of SDM, the application will take care of these related activities.I suggest using web services to do these kind of changes. If SOAP or REST doesn't matter.In general, don't change data by sql, even a pdm_load won't trigger the application logic. Regards....Michael