SLA Escalation Events

[Jim]

Hi, 

 

I used to have an escalation event for our new starters service which sends an email the day before an account is due if it hasn't been resolved. I have since deleted this however we all continue to receive the emails continuously? I'm not sure what more I can do

[Nanette]

@Jim  Are the emails that are being received for new requests or are they for requests raised before the Escalation Event had been deleted? Requests that use the service that the Escalation Events relate to, that were raised before the deletion of the Escalation Event will still fire.

[Jim]

I did consider this and I do believe it is that, what confuses me is its what I would call a 'layer up' though, so when I first activated it, it worked on existing requests so I would expect the same behaviour in reverse 

[Steve Giller]

3 hours ago, Jim said:

it worked on existing requests

This may be because Escalation Events are attached to Timers, rather than requests, and are attached at the point of creation. These events are recalculated when affected by, for example, a Request being placed On Hold or changing SLA.

What you're editing is the list of "Events to Create" rather than the actual Events so when you remove one you're saying "Don't create any more of these going forward" but not "Remove any events of this type"