While running reports on SLA I noticed that some incidents status were set to closed with out going thru Resolved status. When an Incident doesn't pass thru Resolve status the corresponding SLA is never closed and thus making it missed even thou it should have been met. I thought that out of the box Remedy did not allow non admins to set a ticket to closed. I did some test tickets and each time I had a non admin try to close a ticket they got the error; but I know that some are getting through the system some how.
Has anyone else run into this? Where can I find this setting on the server since they are not active links or filters that I could find? Running 6.3 latest patch on Unix server Oracle db and BMC Incident app John Atherly American Power Conversion [EMAIL PROTECTED] 401-789-5735 Ext. 2120 1-800-788-2208 Ext. 2120 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
