Andy_Leopold
Customer IT Monkey ✭
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Answers
In fact, if anyone knows how to script acknowledging the incident when resolving it if a first response has not been set, that would be ideal. We have way too many analysts that fail to notice an incident does not yet have a "First Response" when resolving, and it negatively affects our SLAs.
Once you determine those rules you can update the management pack with the new rule. Note this requires direct updates to the XML. Hopefully you have a dev environment to test the building first.
Here is a blog that talks about the Pause ability http://blotenburg.azurewebsites.net/archives/401
It should give you a guide line of what to update. Where you would be looking for the Met/Cancel rules in the MP.
HTH