Escalation board appears to have a lower number of requests than expected

[Adrian Simpkins]

Hi All,

Currently our main SLA has auto escalation settings that write requests to an escalation board as they breach different criteria in the SLA i.e. Request about to breach Response timer, Request has breached response timer etc. Normally this board has a high number of requests, but I have noticed over the last couple of weeks the number appearing here is lower than I expect - probably about 50% compared to previous viewings. I know there was an issue with SLA triggers earlier in the year where the board displayed much lower numbers / requests were not appearing as expected here.

Is anyone seeing the same issue again now at all (if you use auto escalation triggers in your SLA's of course). I am seeing figures which are again around 50% lower than normal trends - is there any current known issues perhaps that I have missed?

Many thanks

Adrian