defect? Service Level Escalation Action - triggering all the same time when request comes off hold

[Martyn Houghton]

We have an intermittent issue where all our escalation actions are trigger at once when a request has been on hold for significant period of time. This appear to be being triggered by the Escalation Actions conditions being evaluated before the requests response and resolution target dates are updated to take into account the on hold period.

In our case we have escalation actions set at percentage of remaining resolution time as below, which we calculate and add into the appropriate service level as the appropriate durations.

• 80%
• 60%
• 40%
• 20%
• 10%
• 5%
• 1%

Therefore when a request come of hold and the timers is restarted, you should only trigger the appropriate next action as the timer runs. However what we get is all the escalation actions triggering at ounce as the Resolution Target value being used in the evaluation is the value when it was put on hold, not the new recalculated value when the request comes off-hold. 

In the example above the request was taken from on-hold to open by a email applied from the shared mailbox, which then resulted in multiple escalation actions being triggered.

Cheers

Martyn