Services and Ack severity change

[martin_dino]

Maybe someone can point me to right direction because it's frustraiting.
We do use Service view extensively for service desk and today found one glitch.

If you ack problem in dashboard and change the severity to informational (it was disaster) then Service view still display's it as Disaster.

Can it be bug or suppose it be like some kind of feature ?

[splitek]

In IT service view we see state of the trigger. Trigger can be true/false (if there is problem trigger is true). It colour in IT Service view depends on severity level set in trigger configuration.
Go to host configuration > trigger configuration and change trigger severity. Now go back to IT Services view and colour is like we just set (severity in status column also changed).

When trigger is true it also generates problem. You see problems in dashboard or problems view. You can set another severity for it, some notes etc... but it is not connected to IT Services view. Problem is connected to trigger (by the way that trigger genarated it and can close it).

[splitek]

BTW.
If you close problem manually, you also seting IT Service to OK, but if go to host > trigger configuration you see trigger is still true (in problem state).