I have this big problem:
First case: One Sd escalated to IM -> When I resolve the IM the SD status change. GREAT!
Second case: A lot of SD related to a IM and only one SD escalated from -> When I resolve the IM only the SD who is escalted from change the status to Resolved, the rest of all not. ERROR.
Thanks in advance.
Have you considered that when triggers starts - the interaction may be locked by the user and therefore the status will not update ?
I'm glad you solved your problem, but it would be good to show the solution to other users (who may be the same problem which you have solved)