Forum Discussion

Erika T's avatar
Erika T
New Member
10 years ago

Additional Technicians added when closing an incident

I have been having the following issue lately i.e. whenever an incident(s) is closed - a new technician is automatically added to the watchlist which originally consists of 2 technicians. This is fine but the  3rd technician in question belongs to a different group and is not suppose to be monitoring the incident. Is there a way to correct this issue? This issue is kind of annoying as in order to "correct" this issue I would have to go back to the closed incident and removed the 3rd technician and re-save the incident.

Any advice to the above is much appreciated, thank you.


Problem
  • jemmyw's avatar
    jemmyw
    Active Contributor
    10 years ago
    Hi Erika, this sounds like an interesting problem. The first thing to check is any triggers you may have setup on the account or service. Visit Configure -> Account-Wide Settings -> Triggers and Configure -> Services -> Incidents -> Triggers

    If that doesn't help then we would have to take a look at your account. To do that you'd need to contact Citrix Global Support http://support.citrixonline.com/en_US/GoToAssistServiceDesk/contact?question=category

    Taking screenshots or a screen capture of the problem occurring as you close the incident would be helpful. Global Support can help you with those if you're not able to provide them.